Service Delivery Manager (SDM)

About Us

ChargerHelp! Inc., a California-based tech company, offers impactful solutions that power-up the EV ecosystem by providing Reliability as a Service (RaaS), data-driven insights via our EMPWR platform, and Learning & Development to prepare the next generation of EVSE technicians. We pride ourselves on being a trusted partner within our industry. 

Role Overview

The Reliability Service Delivery Manager will spearhead RaaS implementation for ChargerHelp! clients, optimizing service delivery and enhancing EV charging infrastructure reliability. This role demands expertise in client relationship management, cross-functional collaboration, data-driven analysis, and technical support within a service-oriented environment, with a focus on quantifiable performance improvements.

Key Outcomes and Responsibilities

1. Customer satisfaction will demonstrably increase through proactive relationship building and continuous service improvement:

   • Objective: Implement a systematic approach to customer relationship management and service optimization, leveraging data analytics to drive continuous improvement in system performance and user satisfaction.

   • To reach this goal, you will:

     • Implement a structured feedback loop, employing data collection and analysis methodologies to identify and quantify service delivery inefficiencies and areas for technical improvement

     • Collaborate with cross-functional engineering and operations teams to implement root cause analysis and resolution strategies for customer-reported technical issues, utilizing ticketing systems and knowledge base platforms to ensure efficient issue tracking and resolution

2. Customer asset reliability and uptime will be measurably improved by delivering at least three actionable data-driven insights per quarter

   • Objective: Conduct in-depth analysis of ChargerHelp's extensive datasets to extract actionable insights that optimize customer asset performance and maximize system uptime

   • To support this outcome, you will:

     • Master the application of ChargerHelp's BI tools and data processing frameworks to perform complex data transformations and generate actionable reports, utilizing techniques such as regression analysis, time-series forecasting, and anomaly detection

3. Service delivery team performance will be enhanced through effective guidance, support, and the fostering of a collaborative environment, resulting in increased operational efficiency:

   • Objective: Implement a structured framework for service delivery team enablement, focusing on technical skill development, process optimization, and performance metric analysis to ensure consistent and efficient service execution.

   • To support this outcome, you will

     • Develop and implement standardized operational procedures and documentation, ensuring the service delivery team adheres to best practices and utilizes knowledge management systems for efficient problem resolution.

     • Implement performance monitoring and reporting mechanisms, utilizing data analytics to identify areas for process improvement and technical skill enhancement within the service delivery team

Key Success Indicators

• Customer Satisfaction Scores (CSAT) will be consistently maintained and improved through proactive customer engagement.

• Mean-Time-To-Resolution (MTTR) will be reduced by identifying and implementing service efficiency improvements.

• Data-Driven Insights Utilization: Deliver at least three actionable insights per quarter from data analysis that drive measurable improvements in customer asset reliability and uptime.

Skills and Qualifications

Must-Have Skills:

• Proficient in client interface management and cross-functional team coordination.

• Advanced data analysis skills, including BI platform utilization and advanced Excel proficiency.

• Expertise in technical communication (verbal, written, presentation).

• Demonstrated ability to apply data analytics to solve complex customer challenges.

• Proven capacity for cross-functional collaboration and stakeholder management.

• Results-driven with a focus on problem resolution and task execution.

• Willingness to travel up to 15%.

Preferred Skills:

• Technical understanding of EV charging systems (hardware/software); engineering background preferred.

• Proficiency in project/program management, with experience in process automation and scalability.

Experience:

• Minimum 3 years in customer support/operations within high-growth B2B software/services, ideally in a startup environment.

• Minimum 3 years experience with responsibility for service delivery execution

• Minimum 3 years experience managing complex customer relationships and service optimization

• Minimum 3 years experience managing the delivery of analytical insights by leveraging BI tools

• Minimum 5 years in service-based/as-a-service organizations.

• Proven track record in fast-paced technical support/operations roles

Our Commitment to You

At ChargerHelp!, we are obsessed with leveraging Technology to remove barriers and enable economic development within all communities. We believe a good business invests in people, provides ongoing training, removes barriers, cultivates an energetic and fun culture, and strives to better people's lives and our environment. 

Salary: $115,000.00 -  $ 120,000.00

Application Process Ready to make an impact? Apply with your resume and we’ll be in touch if there is a good match. We’re excited to hear from you soon!