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Digital Services Senior Service Delivery Manager
2 months ago
Location: Hybrid, 2 Days Onsite
Job Type: Permanent
**Job Summary:**
We are seeking an experienced Senior Service Delivery Manager to join our team at Jumar Solutions Ltd. In this role, you will play a critical part in managing the operational relationship with our clients at an executive level. You will be the trusted point of contact for our clients, responsible for overseeing service escalations, driving client satisfaction, and ensuring service delivery aligns with contractual obligations and client expectations.
**Key Responsibilities:**
- Build and maintain strong relationships with clients at the Executive level, fostering trust and open communication.
- Collaborate with internal teams, including Account Management, to enhance client relationships and drive business growth.
- Act as a primary contact for service escalations and provide support during critical incidents, ensuring timely resolution and minimal disruption.
- Proactively identify potential risks to client retention and coordinate cross-functional efforts to mitigate issues, ensuring long-term client satisfaction.
- Ensure completeness and accuracy of client documentation, such as the Client Handbook, throughout the contract lifecycle, maintaining compliance and transparency.
- Ensure alignment of service delivery with contractual entitlements, and mitigate risks related to unsupported equipment, ensuring seamless service delivery.
- Drive account growth by aligning the client's IT strategy with our solutions, involving relevant Sales Specialists or Solution Architects as needed, to deliver tailored solutions.
- Present service management offerings during bids and renewals, providing commercial advice and ensuring client satisfaction.
- Maintain up-to-date knowledge of our products, services, and the role of the Senior SDM, staying ahead of industry trends and best practices.
**Requirements:**
- Current or previous experience in a Service Management role, ideally within the Managed Service Provider industry, with a proven track record of success.
- Proven experience aligning service delivery with contracts and revenue targets, demonstrating business acumen and commercial awareness.
- Expertise in leading Quarterly Strategic Reviews with senior client contacts, highlighting service performance and identifying IT roadmap opportunities, driving business growth.
- Strong knowledge of Cloud and Infrastructure products and services, staying up-to-date with industry developments and advancements.
- Expert issue resolution and effective escalation management, ensuring timely resolution and minimal disruption.
- Strong relationship management skills, balancing client satisfaction with commercial objectives, maintaining a customer-centric approach.
- Ability to drive cross-functional change to improve CX and implement measurable Service Improvement Plans, driving business growth and improvement.
- Diligent in identifying and executing actions required to enhance service delivery within agreed timelines, ensuring timely delivery and minimal disruption.
