Service Delivery Manager

2 tygodni temu

Kraków, Lesser Poland Relativity Pełny etat
  • Location: Hybrid Krakow
  • Department: Relativity Service Delivery
  • Work Status: Full-time
  • Location Type: Hybrid

Overview

Here at Relativity, we value flexibility and work-life balance. Our hybrid work environment offers tailored options for your role and location to boost engagement and productivity. Join us for a collaborative and innovative culture where face-to-face interactions contribute to our collective growth. Let's work together

Role Responsibilities

  • Develop a solid understanding of projects affecting your service area and minimize service impact
  • Assist in resolving critical customer incidents
  • Follow Knowledge-Centered Support (KCS) processes and best practices
  • Ensure high-quality service delivery, taking into account future demand and capacity planning
  • Uphold core company values consistently
  • Lead internal service review meetings focusing on performance, quality, and process improvements
  • Collaborate with senior team members, Product, Operations, and Engineering to troubleshoot and resolve customer issues
  • Proactively provide best practices on the use of Relativity when engaging with customers
  • Remain flexible to work on-call schedules or other required time frames

Qualifications:

  • 4+ years of technical experience working with Relativity in a customer-facing capacity
  • Current Relativity Certified Administrator certification or the ability to obtain one within 3 months of hire
  • Excellent written and verbal communication skills
  • Ability to work well under pressure, drive projects to completion, and meet deadlines
  • Experience in managing multiple projects simultaneously and prioritizing based on company objectives
  • Strong attention to detail
  • Background in SaaS, IaaS, and/or hybrid environments
  • Familiarity with e-discovery industry and products

Compensation:

  • Relativity ensures competitive and equitable compensation practices
  • This role offers a base salary, a 10% annual performance bonus, and long-term incentives
  • The expected salary range for this position is PLN gross/year. The final salary offer will consider factors such as experience, skillset, qualifications, and internal pay equity. Typically, hiring at the top end of the range is not the norm to allow for future salary growth.

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