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