Service Delivery Manager at Adexen

Industry: Information Technology
Job Seniority: Manager
Job Category: Business Development

Responsibilities

• Manage the delivery of services to Company's Clients promoting the continuous improvement of productivity, service quality and customer satisfaction.
• Accountable for managing service delivery for all Clients.
• Provides a focus for SLA management and customer satisfaction across the relevant customer base.
• Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Company Service Delivery governance guidance.
• Ensures capabilities and capacity to meet both existing and new business demand.
• Provides expert problem management support to difficult, high profile customer issues and ensures root- cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
• Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other Company service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Ensures robust tools and where relevant technological platforms are in place to support customer environment and best service solution.
• Motivates, develops and mentors other service delivery employees and managers where relevant
• Maximizes Clients growth opportunities.
• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability.
• Lead the management of all clients on boarding and migration process.
• Provide relevant support for Company certifications as appropriate.
• Provides support to new business opportunities.
• Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
• In conjunction with the Business Development Manager, defines requirements for new services in line with Service Line Strategy.
• Ensures such offerings are professionally introduced, accepted and delivered.

Desired Skills and Experience

• Bachelor's Degree in a relevant field from a recognised University
• Master's degree is a plus
• Previous 10 years working experience in a similar senior role within an international IT & Telecoms organization
• Client service management experience.
• Outstanding organizational and time management skills
• Excellent communication and leadership skills
• Analytical thinker and problem solver
• Team leader.