1+ months

Director, Service Delivery

Cox Communications Inc
Raleigh, NC 27603
*Primary Location: *510 Glenwood Ave, Raleigh, NC, USA
*Division: *Cox Communications
*Job Level: *Director/Senior Director
*Travel: *Yes, 15 % of the Time
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *216550
VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).
*About Us*
RapidScale is one of the fastest growing Cloud Computing companies in the industry. Based in Irvine, CA, the company has a solid track record of delivering world class products and services to our customers located throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise "Flex Pod" cloud stack.
*About the Role*
The *Director of Service Delivery *will manage a team of implementation engineers and project managers that provide design, architecture, and migration planning for new and existing customer projects. Responsible for maximizing the effectiveness of technology delivery with a strong team in a dynamic environment. The Director, Service Delivery will leverage their technical capabilities as well as strategic thinking, leadership and communication skills to consistently deliver a wide range of critical activities in concert with other groups within the organization.
The *Director, Service Delivery* will be the customer advocate throughout the implementation life cycle. This includes being the escalation point of contact for customers, project management, cloud engineers, and support. The Director, Service Delivery will provide a proper transition of customers from signature to in life support by providing project plans, documentation, customer review, and any training necessary. In support of sales, this role is also requiring participation in calls with sales and customers during the pre-sales process to walk customers through the customer life cycle and implementation process.
*Key Ownership*

* Strategic and tactical leadership of the customer life cycle
* Work closely with sales leaders, managers, partners, client experience managers, and customers
* Implement and/or utilize best practices and standardized processes, including evolutionary delivery cycles
* Collaborate with management across functions to ensure customer and company success
* Participate and contribute on audit, compliance, and security activities
* Manage department operations and implementations to budget and financial targets
* Maintain monthly and yearly KPIs and implementation forecasts
* Review and research customer overages and make proper billing/credit determinations
* Calculate and process SLA violations and provide customer credit recommendations
* Participate in quarterly business reviews and follow up on key take away(s) and provide updates
* Work with Client Experience Managers on researching billing disputes and make recommendations
* Review and research orders submitted for technical review to either accept or reject based on technical merits
* Process customer deprovisions to ensure orphaned resources are turned down quickly to prevent vendor charges
* Review and follow up on implementation surveys for quality improvement
* Participate on the product roadmap to acquire training for staff and creating process for implementing new products and services
* Recruit, train, develop, coach and retain staff. Takes corrective action as necessary on a timely basis and in accordance with company policy. Consults with Human Resources as appropriate
* Keep up-to-date on information and technology affecting functional area(s) to increase innovation and ensure compliance
* Plan and implement continuous improvement
Qualifications:
* Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
* Excellent communication, presentation, writing, and editorial abilities
* Excellent organizational and time management skills
* Good active listening abilities
* Servant leadership, development, and mentoring skills
* Apply attained experiences and knowledge in solving problems that are complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance, and propose solutions
* Require limited supervision and direction; drive results, and set priorities independently
* Ability to work on a 24x7 on-call rotation schedule
* 10 years of work relatable work experience
*Needed Attributes*

* A proven level of competence with Firewalls and Switches, Windows servers, Active Directory, O365, Citrix, HDaaS, Veeam, and Zerto
* Effective presentation skills on customer facing and internal meetings
* Ability to demonstrate a high level of competency in managing technical projects
* Excellent communication skills
* Experience with project management
* Proficiency in computer usage, internet, and Microsoft Office suite of applications
*Preferred*

* Bachelors degree highly preferred

Who We Are
*About Cox Communications*
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/).
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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Posted: 2021-10-13 Expires: 2022-01-02

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Director, Service Delivery

Cox Communications Inc
Raleigh, NC 27603

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