Posting Type

Remote, Hybrid

Job Overview

The Service Delivery Management Team proactively supports our customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Service Delivery Team, the Service Delivery Manager (SDM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.

The SDM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives. The SDM performs ongoing technical account oversight and manages the technical relationship with the customer. In this role you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

This role reports to the Manager, Service Delivery Management.

This role requires ediscovery experience.

We are only seeking candidates who are located in Victoria or New South Wales.

Job Description and Requirements

Role Responsibilities

• Develop a robust understanding of projects impacting your service area and ensuring service impact is minimized 

• Help guide the resolution of critical customer incidents 

• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices 

• Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers 

• Commitment to and consistent demonstration of core company values 

• Drive internal service review meetings covering performance, service improvements, quality, and process 

• Partner with other senior level team members, Product, Operations and Engineering as needed to troubleshoot and resolve customer incidents 

• When interacting with our customers, take the initiative to provide the best practices on the use of Relativity 

• Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested 

Requirements

• RCA Required

• 4 years in a technical role directly supporting customers

• Excellent written and verbal communication skills 

• Ability to work efficiently under pressure, drive projects to completion and meet deadlines.  

• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.  

• Meticulous attention to detail.  

• Experience working in a SaaS, IaaS and/or Hybrid environments. 

• Experience with and knowledge of e-discovery industry and products.