[ref. r31982804] Service Delivery Manager

Overview:

▶ Who we are

Imagine working in a place where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact teams come together to positively drive results for one of the largest & most iconic brands in the world.

As the only rapidly growing retailer, you may know us as your friendly neighborhood store. You probably know our familiar name, have seen our pervasive logo, and have tried our highly sought-after products, such as Slurpee® and Big Bite®. “Brain Freeze” is a 7-Eleven registered trademark for our 53-year old Slurpee® and with over 77,000 stores globally (more than any other retailer or food service provider), we sell over 14 million a month.

But there’s a lot more to our story and much more left to be written. We are transforming our business, ensuring we are customer obsessed and digitally enabled to seamlessly link our brick and mortar stores with digital products and services.

At 7-Eleven the entrepreneurial spirit is in our DNA and has been ever since our inception 90+ years ago. It’s what drove us to invent the convenience industry in 1927 by envisioning how a simple ice dock could provide household staples such as milk and eggs to better serve the needs of our customers.

Today we are redefining convenience and the customer experience in big ways...we are fundamentally changing our culture and we want talented, innovative, customer obsessed, and entrepreneurial people like you to come make history with us.

▶ How we lead

1. Be Customer Obsessed
2. Be Courageous with Your Point of View
3. Challenge the Status Quo
4. Act Like an Entrepreneur
5. Have an “It Can Be Done” Attitude
6. Do the Right Thing
7. Be Accountable

Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores.

▶ About This Opportunity

Responsibilities:

1. Eleven is seeking a Service Delivery Manager who is comfortable working in a challenging and diverse environment to assist with delivering outstanding Network Services to the business. You will also serve as a direct support contact to internal team members and external clients via phone, email, chat or in person. Candidates should be self-motivated and have excellent analytical, organizational and communication skills. They must be a strong team player able to collaborate with others.

Responsibilities:

• Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of ongoing and new projects to gain insights into the scope of service delivery
• Take accountability for service delivery performance, meeting customer expectations, and forecasting future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Qualifications:

Requirements:

• Manage relationships between the 7-Eleven Networking team and its customers (internal and external)
• Strong diagnostic and problem-solving skills
• Active listening and analysis to identify issues or problems to ensure correct teams are involved in remediation efforts
• Research and creativity to identify a solution to the issue or problem
• Ability to communicate resolutions in a simple, easy to understand manner to the business
• Communication skills
• Verbal and written – via phone, email, chat, etc.
• Must be able to clearly communicate status updates
• Must be able to describe technical items to non-technical users
• Multi-tasking skills
• Ability to help a team member or customer real-time while performing other tasks
• Passionate about customer support
• Attention to detail – good organizational and time management skills
• A deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

Education and Experience:

• Bachelor’s Degree or Equivalent Work Experience, Computer Science, MIS, or similar field
• Previous experience in a large Enterprise is preferred
• Basic to Intermediate technical understanding of networking and wireless technologies
• Experience using ServiceNow