eDiscovery Service Delivery Manager
eDiscovery Service Delivery Manager Apply remote type: Relativity Service Delivery locations: Remote Australia
Time type: Full time
Posted on: Posted 25 Days Ago
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 Queensland, 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. About Us We're solving big data challenges in the legal tech industry, and we're always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it's no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.
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