Job description

Poste :

Overview:

Service Delivery Manager’s I main objective is to deliver seamless services to customers. Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced margin in the P&L’s performance. They are also in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress and tracking KPIs and SLA's. Service Delivery Manager’s I play a vital role in boosting customer experience by delivering top-notch quality services that meet and exceed customer demands. Their main objective is to promote continuous improvement of productivity, service quality and customer satisfaction.

Responsibilities:

• Customer Satisfaction & Retention
• Understand the client’s industry, business, and their critical business drivers.
• Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
• Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
• Manage customer requests by providing realistic resolution time scales.
• Contact customers when follow up on open items is required and take ownership of the case.
• Handle customers’ escalations related to the service provided, if required by the account.
• Provide innovative ideas to help client achieve their business goals.
• Maximize account retention.

Account Management:

• Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
• Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
• Oversee the integration of all service delivery units and constantly improve quality of cross-functional teams, including other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Ensure resources, capabilities, and capacity to meet both existing and new business demands.
• Prepare timely and detailed reports on financial performance on a quarterly and annual basis as required.
• Manage escalations and assist in complex issues and design improvement strategies.
• In conjunction with the Client Account Delivery Manager, ensures resources, capabilities, and capacity to meet both existing and new business demand.
• Understand P&L mechanics and manage internal and external contributors.
• As required in collaboration with the Client Delivery Account Manager manage the contract’s P&L management for it to be in line with the agreed Business Case and Financial Target Plans.
• Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).

Financial Performance:

• Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
• Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve timely revenue, and audit requirements (i.e.., Onsite Security Assessment, 3rd party asset, etc.).
• Support financial planning for contracts by analyzing its performance and risks
• Contribute to P&L performance through cost control and innovation initiatives
• Identify same account growth opportunities to be converted into sales prospects.
• Provide support to new business opportunities. Take an active role in bids and supports the transition and implementation of new business (including new service offers).
• Supporting Client Account Delivery Managers by developing account plans and service strategies with customers to drive enhanced margin and P&L performance.

ADHOC

• Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Profil recherché :

• 3+ year experience in service desk or related roles.
• Asset management experience in French market preferred.
• Proficiency in Excel and PowerPoint.
• Excellent communication and problem-solving skills.
• Strong time management and prioritization abilities.
• Understanding of business priorities and change initiatives.

Skills & Experiences

• Experience of 1 - 3 years