SERVICE DELIVERY MANAGER

Description

Job Summary :

This customer facing role provides clients with total account system support and general manager responsibility. The Service Delivery Manager establishes, maintains and improves the client relationship regarding all aspects of the contracted services area as the representative of Burroughs.

The Service Delivery Manager requires a strong knowledge of the client environments and organizations and experience in maintenance service delivery.

These skills are required to manage client escalations, ensure the management of service levels are covered through technical support, track and report maintenance operations, and implement action plans to improve service quality delivered to the client and ensure client satisfaction.

This role also creates a demand for knowledge of Burroughs processes and service offerings to properly identify, define and execute on client related interactions.

Essential Functions / Key Responsibilities :

• The Service Delivery Manager clearly understands the client's industry, business targets, strategy, and requirements, and has the responsibility to improve client satisfaction on availability services (maintenance service activities), leveraging and leading Burroughs in the industry.
• The Service Delivery Manager maintains and reinforces the client relationship with Burroughs while being accountable to meet or exceed all business control targets.
• The Service Delivery Manager is an opportunity identifier' identify and communicate leads to our sales organization to help improve Burroughs revenue and profit results.
• The Service Delivery Manager will act as an interface with the client to communicate services that contribute to the success of the client's business.
• They have a fundamental role for the management of the Burroughs services contracts and associated revenue through renewals and expansions.
• A strong understanding of the offerings and capabilities (managed services HW & SW) within the marketplace for both Burroughs and partners / OEMs is a necessary component of this role to assist with client related interactions with present contracted services as well as future opportunity identification and implementation.

Knowledge, Skills and Abilities :

• Operates as the lead point of contact for all operational / governance matters specific to assigned accounts
• Along with Service Delivery Associate team, assists with high severity requests or escalations as needed
• Develops trusted advisor relationships with accounts and advocates for their needs while meeting company goals of managing, retaining, and growing each accounts profitability
• Facilitate and deliver regular customer performance delivery reviews and quarterly QBRs with standard and / or custom deliverables
• Forecasts and tracks key client metrics, revenue and renewals and communicates clearly to internal and external stakeholders the progress of monthly / quarterly initiatives
• Works with clients to improve processes and overall efficiency, specifically with an emphasis on margin improvement through reduction of service calls and parts costs
• Ensures the timely and successful delivery of Burroughs solutions according to customer needs and objectives
• Identifies needs to be filled, analyzes and relays customer reactions
• Gains knowledge of customers' mission critical objectives and develops strategies resulting in new opportunities and incremental revenue in partnership with the Sales team as the SME in the development of the customer specific solutions
• Works proactively with all internal divisions to communicate and meet customer needs and resolve issues. Own and manage CAP (customer action plan) which includes the RCA (Root Cause Analysis) and track to completion
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests and explores opportunities to add value to job accomplishments
• Directs all new customer on-boarding functions
• Develops and manages all processes required for customer workflow
• Implement and monitor customer performance metrics and Service Level Agreements

Selected candidate should possess the following attributes :

• Strong execution, interpersonal and communication skills
• Proven balance of skills in key management areas of client relationship, financial and delivery management
• Thought leadership and solutioning of client problems though innovation and breakthrough insights
• Highly organized
• Ability to manage multiple responsibilities and set priorities
• Strong attention to details
30+ days ago