• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Executes a strategic vision for the managed services client delivery management function that aligns with the organization's overall goals and objectives.
• Fosters and maintains strong relationships with key strategic clients, ensuring their needs are met, and expectations are exceeded.
• Implements best practices, standards, and processes to ensure the consistent delivery of high-quality managed services to clients.
• Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness.
• Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently.
• Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise.
• Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability.
• Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities.
• Serves as the voice of the client within the organization, advocating for their needs and ensuring client-centric decision-making.
• Works closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance.
• Reviews all proposals delivered to the client and ensure that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Contributes to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client.
• Collaborates and engages with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements.
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
• Negotiates and resolves contractual issues, including failure to meet contractual obligations.
• Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized.
Knowledge and Attributes:
• Significant understanding of the IT services industry, including trends, technologies, and best practices.
• Significant knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks.
• Significant understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly.
• Significant leadership and management skills to lead a team of professionals and drive results.
• Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders.
• Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction.
• Significant proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively.
• Strong analytical and problem-solving skills to address client issues and challenges proactively.
• Significant budgeting and financial management skills to ensure profitable service delivery.
• Ability to manage relationships with third-party vendors and partners as needed for service delivery.
• Client centric mindset, always putting the client's needs and satisfaction first.
• Willingness and ability to adapt to changing technology, client requirements, and industry trends.
• Capacity to think strategically and develop long-term plans for service delivery improvement.
• Focus on achieving measurable outcomes and delivering value to clients.
• Collaboration and teamwork are essential, as the role involves working with cross functional teams.
Academic Qualifications and Certifications:
• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.
Required experience:
• Significant demonstrated experience in a managed services and/or support services environment.
• Significant demonstrated experience in managed services - service delivery and client management.
• Significant demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Significant demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Significant demonstrated experience in monitoring contract performance.
• Significant demonstrated experience in managing service delivery projects for clients.
• Significant demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Significant demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
• Significant demonstrated experience in managing and leading a service delivery team and/or related function.
