Any IT environment is a living, breathing organism and the day we get it, it isn't always the same six months later, nine months later. So refining the service delivery management process is critical to our business. We refine it by having regular meetings with our customers to understand what it is that's driving their needs. The service delivery manager then comes back with all the knowledge of everything Datavail can do and how we can help improve what they might need. They take all that feedback back with them, take it back to the team that is specifically supporting that customer, and refine it as necessary at every touch point.
How I would define the role of service delivery manager at Datavail is first and foremost to be the customer's advocate. I like of them as a converter. You have this fully operational customer and you have this fully operational Datavail and they are essentially the person who comes in and helps the customer plug in and get the most power and efficiency out of what they have just signed up for.
Any IT manager wants to know that their environment is being cared for by people who care just as much about it as they do. That's what makes the service delivery model at Datavail stand out. It starts with a primary DBA who is invested in that environment and the health of that environment. They are paired with an offshore resource who sticks with them for each customer and has the same amount of technical expertise as them. That offshore resource is an in-country, in-room, in-time-zone expert working with the team that is dedicated to that customer and that team stays together. It really makes a difference as the Datavail model delivers support for an environment because that whole team has accountability to make sure that it's the best running environment it can be.