Client Delivery Manager (m/w/d)

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The Service Delivery Specialist is a seasoned subject matter expert, responsible for providing continuity in service and acts as an advocate for the client.

This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts - can be specific client accounts or a group of accounts.

Key responsibilities

• Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
• Performs client facing service activation activities and support the GDC in service activation completion.
• Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients.
• Major incidents - scrutinizes adherence to process, recommends changes when SLAs are not met and works with larger delivery teams.
• Change Management - manages and owns all Ro E changes.
• Service First - owns Service First asset verification and contract status.
• Vendor Backout - manages backout issues with Vendor.
• Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation.
• Updates runbook regularly to reflect the necessary changes.
• The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
• Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
• Receives and manages change requests relating to the SOW and agreement, i. e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
• Interfaces with internal contract management teams to normalize and execute change orders.
• Reviews new offers and service capabilities with the appropriate members of team.
• Supports billing / invoicing inquiries and / or disputes.
• Monitors client satisfaction and identify service improvement plans to address client's satisfaction with the service.

To thrive in this role, you need to have

• Ability to establish strong relationships with internal stakeholders and external clients.
• Seasoned ability in managing coordinated delivery of service.
• Excellent written and verbal communication skills.
• Highly analytical with good problem-solving skills and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Excellent client service orientation.
• Displays excellent persuasion and influence abilities.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Seasoned ability to manage budgets, resources, and timelines for service delivery projects.
• Seasoned proficiency in project management, including planning, execution, monitoring, and project delivery.
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.

Academic qualifications and certifications

• Relevant bachelor's degree or equivalent in Information Technology or Business Administration or related field.
• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.

Required experience

• Seasoned demonstrated