IT Service Delivery Manager

Job Description

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.

Job Details

Employment Types:

Part time

Industry:

Telecom

Function:

IT , Customer Service / Call Centre / BPO , IT- Hardware / Telecom / Technical Staff / Support

Roles:

IT Delivery Specialist , Manager – Service Delivery , Software Engineer / Programmer

Skills:

IT Service Delivery Manager

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