Senior Service Delivery Manager

About Us

At Hiya we are on a mission to modernize voice with trust, identity, and intelligence. We're protecting everyday people from spam and fraud calls, connecting businesses with their customers, and helping carriers secure their networks for all. In 2015, Hiya founder, Alex Algard, saw the increasing need for innovation in the voice channel and began building the first caller ID and spam blocking apps for mobile while at Whitepages. In early 2016, Hiya spun out of Whitepages and brought its technology to market through Samsung Smart Call, the first-ever network-based spam solution with AT&T, and the Hiya consumer app. Three years later in 2019, we brought Hiya connect to market, a B2B branded call service that enables enterprise companies to connect to the consumers they are trying to reach. The combination of Protect, Connect, and the Hiya app  has resulted in the world's largest Voice Performance Platform with over 400M monthly active users.

About the Position

We are looking for a Sr. Service Delivery Manager to join our team, and be the heart of our customer interactions. The Sr. Service Delivery Manager role is an individual contributor position responsible for being the primary point of contact at Hiya for our largest carrier partners, and ensuring they get the service for which they hired Hiya. The primary responsibilities include:  leading technical delivery projects for new carriers, prioritizing client requests, driving decisions based upon data, troubleshooting technical issues, tracking service and business metrics, running and coordinating critical projects, strategically managing our most important partners, and helping lead the technical professionals at Hiya who are responsible for getting their services delivered.

You will have the opportunity to engage with many different aspects of the Hiya organization, including Business Development, Engineering, Data Science, Product Management, Marketing, and executive management.  This role is critical to the success of Hiya, and you’ll be a key player in a small but global team that interacts with the largest brand name telecom carriers in the world. 

We’re excited about you because you’re the kind of person that is passionate about building and maintaining excellent relationships, delivering world-class services and partner support, and creating positive wins.

What You’ll Do

• Primary point of contact for one of our largest carrier partners, interacting with technical and non-technical stakeholders.
• Be creative in navigating technical, business, and legal/regulatory obstacles.  Foster collaboration, and maintain coordination.  Provide executive-level technical overviews.
• Increase partner satisfaction by conducting regular check-in calls for tactical items, and perform quarterly health checks and strategic reviews.  
• Initiate, define, and drive a portfolio of diverse projects, and hold people accountable for on-time and defect-free software delivery.  Drive investment and commitment.
• Work closely with Hiya Operations, Product, and Engineering as well as the carrier partner’s Product and Engineering on identification and resolution of issues and bugs.
• Serve as the voice of the customer.  Triage new requests from inception through prioritization to results, and provide internal feedback on how our platform and products can better serve our partner’s objectives.

Qualities that will make you successful:

• Excellent written and verbal communication skills for both internal and external audiences, and technical and non-technical audiences.
• Ability to shape and own a message that will travel well with the carrier partner
• Capable of balancing multiple priorities, foreseeing potential challenges, and fixing root causes of dissatisfaction.  Ability to resolve critical issues without intensifying the situation. 
• Proven background using analytics to drive focus on the best opportunities for creating customer value and success. 
• Enthusiastic and active listener.  Strong peripheral vision.
• Experience in service delivery, technical project management, technical account management, or a related field

All our team members embody Hiya’s key values of: Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success and Leading by showing up with a POV, engaging in discussion, listening respectfully to others opinions and committing to decisions. 

You will have a fast start if you have experience:

• Working for Wireless/Telecommunications carrier and/or as a service provider for a carrier
• Technical Project Management and/or Product Management experience
• Technical Account Management experience
• Familiarity with Agile development processes and tools (eg. Jira)
• Experience with iOS/Android mobile app delivery, and/or SDK/API delivery
• Experience leading Quarterly Business Reviews
• A preference for self-service troubleshooting and analysis where possible 

The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

 Benefits

• 25 holidays plus bank holiday
• Opt in salary sacrifice pension scheme
• Paid parental leave
• Private medical, dental and vision insurance through Vitality
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend 
• $1,000/year in Professional Development funds

This position is based in London, United Kingdom. Our office is based at Vauxhall, SE1 7TY.

We are  building a team with a variety of perspectives, identities, and professional experiences.  We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come  join us!