IT Service Delivery Manager

20 أغسطس، 2022

0 26 2 دقائق

Job Description

End-to-End responsible for Financial and Service Delivery performance of the contract.
Accountable for the managed services contract profitability, customer satisfaction and fulfilment of the contract.
Demand activities, coordinate contract's execution and secure the performance and quality output from all service delivery units involved on the contract delivery for specific Customer.
Responsible for establishing WLA with the operations delivery areas and ensuring that all operational interfaces with the customer are established and functional.
Secure external OLAs between any delivery organization and the customer for any required activity are signed and correctly managed.
Manage internal delivery of units, ensure contractual SLA and KPI fulfillment.
Ensure operation delivery units (GSC and other internal units) are fulfilling contracted WLA and secure escalation in case of deviations.
Serve as the primary escalation point for critical incidents and escalations, directly interfacing customer CIO.
Customer requirement analysis, identify add-on sales opportunities and avoid over-delivery.
Design and drive operational efficiency and financial improvement programs.
Secure the fulfillment of the original business case of the contract, seeking to improve constantly the Margins and Sales Volume.
Constantly capture changing Customer needs and priorities, evolve Customer Solution and align Contract and Delivery Solution accordingly.
Manage and develop the customer relationship on the specific contract.
Manage the customer interface with respect of all service delivery to customer, ensuring all services are delivered according to contractual obligations and requirements.
Periodically assess customer satisfaction, identifying potential issues, determining actions to improve customer satisfaction and secure their implementation.
Achieve a high level of Customer Satisfaction by decisively adding value to its business needs.
Manage the MSIP organization staff, securing fulfillment of the improvement objectives and responsibilities.
Ensure commercial scope management thru a proper Change Control Procedure.
Ensure the correct flow of invoices and payments associated to the specific customer.
Support KAM organization in contractual renegotiation or pre-sales/add-on sales for the specific customer. Strategic planning for contract retention.
Responsible to drive or participate on the required correspondence as part of the MSIP Governance Model. Secure Governance Model full implementation and execution for the specific Customer.
Secure periodic reporting towards Customer and internal stakeholders related to Contractual, Operational and Financial performance.