Service Delivery Leader

About the role

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary As a Service Delivery Leader, you will be responsible for leading a technical product support team in support of a corporate tax software global product line. Job Description We are looking for a Service Delivery Leader to remotely lead a technical product support team, supporting a corporate tax software global product line. This is a leadership role responsible for the day-to-day performance, development, and quality of a team of support agents while serving as the senior technical escalation point and subject matter expert for the account. This position is full-time and remote. Reporting to the Service Delivery Manager, the Service Delivery Leader will be the singular point of contact for a team comprised of 12 agents or more. They will own case queue monitoring and management, coach and develop agents to proficiency, drive customer experience outcomes, and report on overall team status to senior leadership. In addition to leading the team, the Service Delivery Leader will provide Level 2 technical support for issues escalated by Level 1, troubleshooting moderately to highly complex problems across product functionality, data, calculation, and technical integration. This position is full time and remote . Only work authorizations that will not require sponsorship now or in the future will be considered.

Responsibilities

• Team Leadership & People Development:
• Serve as the singular point of contact and subject matter expert for a team comprised of 12 agents or more
• Monitor agent and team performance, addressing case queue concerns and balancing workload across the team.
• Coach agents to proficiency in case resolution, providing ongoing feedback and development.
• Mentor and train new team members, and provide work leadership and assistance to less senior staff.
• Report directly to the Service Delivery Manager on team status, risks, and concerns.
• All other leadership duties as assigned.
• Provide 24x7 on-call support by rotation as dictated by business drivers.
• Service Delivery & Customer Experience:
• Own case queue monitoring and management to ensure timely, high-quality resolution and adherence to SLAs.
• Drive positive results in Customer Experience through timely response and professional interaction.
• Provide consistent communication with customers and stakeholders to effectively manage expectations.
• Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business to drive a mutually agreed upon outcome.
• Demonstrate self-direction in meeting team monthly metrics and individual performance targets.
• Report to senior leadership on overall team status and performance against key metrics.
• Technical Support & Escalation:
• Act as the senior technical escalation point, providing Level 2 support for issues escalated by Level 1.
• Analyze and resolve moderately to highly complex technical and software-related problems.
• Troubleshoot issues across product functionality, data, calculation, and technical integration.
• Collaborate with appropriate resources to identify root cause.
• Support incoming requests via call, email, the client's web portal, ITSM tool, and ACD system as necessary.
• Log, update, and verify all work activity within ITSM tools, resolving or routing tickets to the appropriate team.
• Become and remain a technical subject matter expert across the scope of applications the team supports.
• Contribute to creating and updating knowledge base articles, sharing knowledge across the team.
• Provide 24x7 on-call support by rotation as dictated by business drivers.
• Work on internal projects with the team when necessary.

Requirements

• Required:
• Minimum 1-3 years' lead and/or supervisory experience in an Application Support or technical support role.
• Minimum 1-3 years' hands-on Application Support or Technical Support experience (e.g., Product Support Specialist or Technical Support Analyst).
• Degree in Information Systems or Computer Science (preferred) or equivalent experience.
• Intermediate to advanced knowledge of platforms, operating systems, and web authoring tools.
• Intermediate knowledge of product functional issues, complex technical issues, and the application of corporate tax concepts.
• Working knowledge of computer terms, languages, and database concepts (Oracle, SQL Server, etc.).
• Familiarity with common ERP systems and concepts, as well as

Benefits

Additional Information

Service Delivery Leader Req number: R7888 Employment type: Full time Worksite flexibility: Remote

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