Client-Focused Service Delivery Lead

Verint Systems, Inc.; Jefferson City (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

Verint Systems, Inc. is looking for an Associate Service Delivery Manager to support a banking account, coordinating day-to-day operations and service delivery with technical engineers, while driving improvements and issue resolution.

The role requires collaboration with offshore teams, customer support, and professional services, using Jira for sprint planning and delivery tracking, plus a bachelor’s degree and 3–5 years in enterprise managed services or cloud support.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Information Technology or equivalent work experience.
• Minimum of 3-5 years of experience with Enterprise Managed Services, Cloud Services or Product Support involving applications and/or telephony integrations and computer networking.
• Confident learning new technology platforms and a demonstrated ability to work collaboratively with cross-functional teams across different offices and regions.
• Ability to thrive in a fast-paced, dynamic work environment.
• Strong written and verbal communication skills.
• Ability to manage tasks accordingly to set priorities, multi-task, and meet deadlines.
• Ability to work outside of local business hours and on weekends as shift assignment or account needs require.
• Ability to identify, troubleshoot, and assist in the resolve technical issues in a timely manner.
• Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.

Responsibilities

• Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
• Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
• Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
• Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
• Serve as a dedicated customer resource responsible for coordinating service requests, tracking operational deliverables and ensuring adherence to agreed service commitments.
• Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
• Identify opportunities for process improvement and make constructive suggestions for change; Attend regular meetings to discuss current status of operations and drive initiatives.
• Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
• Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.
• Utilize Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking.
• Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
• Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
• Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.
• Interface with Product House; keep up to date on new products and technologies and elevate issues per process.
• Report critical accounts and issues to upper management while providing recommendation of next steps towards a resolution for the overall team.

Skills

Communication skills

Cross-functional collaboration

Customer service

Problem solving

Leadership

Education

Bachelor’s degree in Engineering/CS/IT

Tools

Jira

Job description

Verint Systems, Inc. is looking for an Associate Service Delivery Manager to support a banking account, coordinating day-to-day operations and service delivery with technical engineers, while driving improvements and issue resolution.

The role requires collaboration with offshore teams, customer support, and professional services, using Jira for sprint planning and delivery tracking, plus a bachelor’s degree and 3–5 years in enterprise managed services or cloud support.