Company Description

Vendavo powers the shift to digital business for the world’s most demanding B2B companies, unlocking value, growing margin and accelerating revenue with our SaaS products. With an annual margin improvement totaling more than $2.5 billion across companies in chemicals, distribution, high-tech, and manufacturing. Vendavo is headquartered in Denver, CO and has offices around the globe. 

Sell more. Profitably.

Job Description

As Vendavo expands into new product and market segments, we are looking for a highly skilled Service Operations Manager, who will be the single point of contact for Vendavo’s Cloud Operations Change and Incident Management. You will be responsible for a combination of Change Management and Incident Management working closely with our Cloud Operations, Service Delivery Managers, Managed Services and Support teams. You will be a key member of a team of highly skilled individuals that are passionate about delivering technology solutions to solve business and end-user needs.

You will be part of the Customer Operations team which is enabling Vendavo to enter a new phase of growth!

• Develop and maintain operational relationships with Service Delivery Managers, Managed Services and Support team
• Review, coordinate and oversee successful completion of Cloud changes from non-production to production for all Service Requests, when necessary for crisis or escalations, connect the appropriate parties to reach resolution
• Monitor incident management queue for service interruptions impacting Cloud customers
• Recognize chronic or reoccurring trends in service interruptions and elevate them to senior management
• Manage the reporting of SLAs, KPIs, critical and non-critical incidents
• Manage customer incidents and lead crisis management
• Manage operating stakeholders to ensure the smooth running of day to day operations, leveraging industry standard best practices
• Lead continuous service process improvement by driving internal processes to ensure the highest quality of service, and work with teams to improve as needed
• Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership appraised of any possible flare points
• Act as the key liaison to the Service Delivery Managers, assist with creating their weekly/monthly change and incident service reports

Qualifications

• Duties and tasks are varied and complex; independent judgment needed. Fully competent in own area of expertise. May have project lead role and or supervise lower level personnel.
• 10+ years of Customer service, operation or reliability manager or similar related experience
• Background from Cloud or data centers ideally dealing with 24/7 critical infrastructure
• Appreciation of commercial and technical complexities of a Cloud or data center dealing with 24/7 critical infrastructure
• Experience of working with various internal and external stakeholders
• Good interpersonal skills, with the ability to communicate effectively and clearly to all levels of management
• Highly organized, with the ability to plan ahead for short- to mid-term objectives
• Strong service attitude; builds lasting stakeholder relationships, strives for efficiency and effectiveness
• Commitment to Quality Standards and continuous improvement.
• Must be able to work in a fast-paced team oriented environment
• Lean Six Sigma certified

Additional Information

• Competitive base salary + bonus
• Comprehensive health benefits including medical and dental
• Unlimited paid time off
• Flexible working hours

All your information will be kept confidential according to EEO guidelines.