Service Delivery Manager

At Verint, we’re helping shape what is next in customer experience. As a leader in CX automation, we are creating a future where people and AI-powered bots work together to help some of the world’s most iconic brands achieve real business outcomes. Powered by our next-generation Verint Open Platform, we are continuing to grow, innovate, and push the boundaries of what is possible with AI.

We are bringing together passionate people with diverse voices, perspectives, and expertise who want to push what is possible, make an impact, and help shape the future of AI-powered customer experience. If you are excited by who we are, where we are going, and what we are building together, we want to hear from you!

Service Delivery Manager

About the Role

You will be responsible for leading a team of Technical Engineers supporting the Verint product suite and delivering Application Managed Services to a global customer base. This role combines people leadership, service delivery oversight, and technical acumen to ensure high-quality support across both on-premises and hosted/cloud-based environments.

You will bring strong management experience, a solid understanding of enterprise application and infrastructure environments, and a customer-focused mindset. This person will serve as a key escalation point, drive continuous service improvement, and partner cross-functionally to ensure customer needs are addressed effectively and on time.

What You’ll Do

As a Service Delivery Manager, you will:

• Set service and team goals, ensuring alignment with customer requirements and service delivery expectations

• Lead a Managed Services team, typically 3 to 5 Technical Engineers, to achieve team and account-level KPIs

• Coach, mentor, and support team members to ensure successful delivery of services and continued professional growth

• Develop a strong understanding of the product architecture and solution suite used within assigned customer accounts

• Partner closely with the Offshore Command Center, Customer Support, Professional Services, Cloud Operations, and Account Executives to ensure customer needs are addressed in a timely and effective manner

• Serve as the primary point of contact and escalation lead for managed service delivery issues within assigned accounts

• Work with internal teams to drive timely issue remediation with a strong sense of urgency and customer focus

• Identify service improvement opportunities and lead initiatives that increase service quality and customer satisfaction

• Evaluate operational processes, recommend improvements, and drive execution of process enhancement initiatives

• Host regular account meetings to review service performance, discuss operational status, and align on priorities

• Maintain overall responsibility for service quality, operational consistency, and process adherence across the account team

• Collaborate with cross-functional teams to onboard new customers and successfully operationalize managed services

• Promote and align service delivery practices with ITIL standards

• Build and maintain effective working relationships across departments, including Customer Support, Product, Sales, Professional Services, and other internal partners

• Interface with Product teams to stay current on new technologies, product updates, and escalation processes

• Communicate critical customer issues and account risks to senior leadership, along with clear next steps and resolution plans

What You’ll Need

To be successful in this role, you should have:

• Bachelor’s degree or equivalent experience, preferably in Engineering, Computer Science, Information Technology, or a related field

• 4+ years of progressive people management experience

• 6+ years of overall experience in Enterprise Managed Services, Cloud Services, Product Support, or a related function involving enterprise applications, telephony integrations, or networking

• Experience managing service delivery in complex technical environments

• Project management experience

• Experience supporting large enterprise customers across global environments

• Familiarity with contact center operations and/or workforce management solutions

• Demonstrated success leading Managed Services or Cloud Services teams

• Strong communication, collaboration, and interpersonal skills

• Excellent problem-solving and issue management capabilities

• Flexibility to work outside local business hours and on weekends when required based on shift schedules or customer needs

• Ability to successfully complete a background screening process, where permitted by applicable law and consistent with federal, state, and local regulations

Preferred Qualifications

Preferred qualifications include experience or familiarity with:

• Distributed web applications and enterprise architecture

• Database administration

• CRM platforms

• Voice logging and screen capture technologies

• Call center quality assurance tools

• VoIP infrastructure and telephony platforms

• Technologies such as Cisco, Avaya, I3, TSAPI Call Path, CT-Connect, Cloud ACD, Amazon Connect, and Microsoft Azure

At Verint, our values are more than words. They are how we work together every day. We operate as One Team, embrace Continuous Innovation, communicate openly with Zero Daylight, bring a Bias to Action, and stay Customer Powered in the decisions we make. Together, these values guide how we collaborate, innovate, and deliver meaningful impact.

Our people are at the heart of Verint, and we are committed to supporting their well-being. We offer a variety of benefits that includes paid time off, health and wellness benefits, and retirement benefits, based on eligibility and local requirements.

If you require a reasonable accommodation or adjustment to participate in the interview process, please contact [email protected] as soon as possible so we can discuss your needs and provide appropriate support.

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