The Service Delivery Manager acts as the primary operational leader for managed services clients, overseeing customer relationships, service performance, and governance. They are responsible for managing escalations, driving service improvements, and ensuring accurate billing while coordinating cross-functional teams.
The Project Manager will lead enterprise-level Microsoft technology projects through the full project life cycle, including planning, scheduling, and budget management. They are responsible for managing internal technical teams, customer stakeholders, and third-party vendors to ensure successful delivery within scope and time constraints.
Design integrated enterprise physical security solutions including video surveillance, access control, and IoT-connected devices. Partner with account executives to conduct site assessments, develop technical proposals, and lead client proofs of concept.
Provide bilingual customer service and Level 1-2 technical support via phone and chat. Troubleshoot connectivity issues and document interactions using CRM tools while escalating complex cases.
This role involves serving as a key escalation point for live production telecom systems, requiring investigation and resolution of complex incidents across OS, network, application, and database layers. Responsibilities also include platform operations, supporting legacy systems during end-of-life transitions, and performing system health monitoring.
