Client Delivery Manager

Overview

Senior management role leading and overseeing the successful delivery of support services to clients within a Region/Country or Services Division, with people management responsibility for team objectives and work environment.

What you'll do

• Manage service delivery to clients.
• Manage client incidents by investigating and providing solutions escalated by team leaders and engineers.
• Work with client delivery teams to evaluate client reviews and ensure proactive incident management at client sites.
• Ensure the standard client information repository (technology, operations manuals, etc.) is current and accurate.
• Create and maintain a comprehensive list of client requirements, scope of deliverables, technology and delivery model.
• Run support services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
• Provide operational support and continuous service improvement after client handover from Technical Services (or other) teams.
• Engage with clients for technical operations as part of routine operations.
• Plan and implement key service improvement priorities based on a continual service improvement approach.
• Feed continual service improvement priorities into the automation team.
• Ensure tracking and monitoring of service delivery performance through all channels (human, digital, self-service, automated), analyze metrics and reports, and resolve issues.
• Be responsible for the day-to-day running of the Support Services Operations team in line with business-established performance.
• Ensure maximum uptime and accurate, early response to client operational issues.
• Be responsible for resource planning and work allocation to meet agreed service levels.
• Identify opportunities for continuous service improvement.

What you'll need

• Excellent organizational and team leadership skills.
• Excellent verbal and written communication skills, with ability to collaborate with internal stakeholders and external clients.
• Extended understanding of budgets and cost management.
• Excellent time management, prioritization and delegation abilities.
• Excellent focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set by the business.
• Excellent ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• Extended service management service operations (SMSO) expertise.
• Bachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.
• Extended experience coaching and mentoring engineering team(s) within an information technology services organization.
• Extended experience managing technology delivery teams in 24x7 formats, managing metrics, escalations, quality and client satisfaction.
• Extended demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc.).
• Extended demonstrated experience in organisational change management (transformational experience).
• Extended demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Centre.

Nice to have

• ITIL certification(s).

Details

• Workplace type: On-site.