Incident Manager/service Delivery Manager

5 months ago

Montréal, Canada OneSpan Full time

At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow. With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.

**Position Overview**

You are part of the OneSpan Customer Support organization, providing a World Class Customer Experience.

This is a hybrid role (1 or 2 days in Montreal office)

The Service Delivery Manager AMER has responsibility in the AMER region for service delivery, representing OneSpan during service reviews with the assigned customers. This covers both Customer technical support services as well as SaaS services.

Next to service delivery, you will also be acting as Incident Manager, who drives the communication and incident response during critical incidents, supported by the OneSpan incident response team. In doing so, you have a direct impact on the Customer Experience, turning the most difficult situations into the best possible customer experience.

The role is accountable for exceeding the service levels for SaaS customers and select customers with enhanced support terms. In this role you are monitoring the services provided to the customer in AMER (e.g. specific support processes, SaaS uptime), suggesting and following up on agreed improvements ensuring a world class customer support service, assuring compliance and alignment with global operational standards, procedures and best practices.

**World class customer support**

We are fully committed to our customers' success. Our knowledgeable and highly responsive services and support team's mission is to ensure timely implementation and problem resolution in the most courteous manner.

**Job Duties and Responsibilities**
- Onboarding new customers for customer support services
- Recurring service reviews for customer support services and SaaS delivery (monthly, quarterly, yearly)
- Represents first stage of vertical escalation
- Point of contact, coordinator and mediator for Priority 1 & 2 Incidents
- Local coordination and management of operational activities for global incidents
- Collaborating on the effective implementation of the Incident Management Process
- Creation of root cause reports and tracking preventative actions
- Responsible for the effective implementation of the Customer Support Process for our customers
- Creates, produce and analyze reporting for KPIs and ticket management
- Monitor the tickets to ensure that the SLA's are respected for the selected customers
- Identify trends and patterns, initiate, schedule and conduct ticket reviews for the selected customers
- Escalation point for our customers
- Assume the role of Incident Manager on-duty alternating with other Customer Support leaders
- Ensures Quality Control for Customer Support process
- Establish continuous improvement cycles where the people, performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Track service & process improvements and report on progress.
- Always ensures protection of customer systems and information
- Position could include shift work and/or on-call duties

**Requirements**:

- 5+ years' experience in a Customer/Technical Support environment
- Prior delivery/incident management experience or team coach role
- Windows - MS Office
- Strong communication skills (written/spoken)
- Well-organized with attention to detail
- Good customer-approach/very customer-centric
- ITIL-Foundation

**Nice-to-haves**
- Bachelor's in computer science or equivalent
- The more of the following, the better:

- Operating Systems (Linux, Mac OS X,)
- Programming Languages (JAVA, C#,)
- Scripting (XML, HTML, JSON, CSS, XSLT,)
- Databases (Oracle, MariaDB, MS SQL,)
- Servers (Websphere, Apache, Weblogic, JBOSS,)
- Mobile development (Android, iOS)
- Webservices (SOAP, REST, Groovy)
- Mobile development (Android, iOS)
- Bilingual - English and French (Spanish is a plus)

**Team Objectives / KPI's**
- Achieve Service Level as defined in OneSpan Support agreements for Priority 1 and 2 incidents handled by the AMER team
- Achieve Service Levels as defined in OneSpan Support agreements for Global Incidents (follow-the-sun)
- Achieve Service Level as defined in OneSpan Support agreements for priority 3 and 4 incidents handled by the AMER team
- 85% of the cases with priority 1 & 2 will be solved within 1 week. If not, an acceptable workaround is being delivered
- 90% of the cases with priority 3 & 4 will be solved within 1 month. If not, an acceptable workaround is being delivered
- Slow movers: EVERY Priority 1 & 2 ticket must be updated at least e

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