Service Delivery Manager

A&O IT Group; Düsseldorf; Vor Ort; EUR 100.000 - 125.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Service Delivery Manager to enhance customer relationships and ensure service excellence. In this pivotal role, you will manage budgets, oversee account deliverables, and work closely with sales teams to identify growth opportunities. The ideal candidate will possess a strong background in IT services, excellent communication skills, and a proactive attitude. Join a dynamic team dedicated to delivering outstanding service in a fast-paced environment, where your contributions will directly impact client satisfaction and business success.

Qualifikationen

• Experience in customer-facing account management in IT services.
• Strong communication skills and ability to manage third-party relationships.

Aufgaben

• Act as a single point of contact for assigned accounts.
• Manage budgets and ensure customer satisfaction.
• Develop and sustain excellent customer relationships.

Kenntnisse

Customer Facing Account Management

IT Services

Supplier Management

MS Office 365

Communication Skills

Proactivity

Organizational Skills

Flexibility

Ausbildung

Degree Level Education

Jobbeschreibung

As Service Delivery Manager (SDM) you will act as a single point of contact for all activities relating to your assigned accounts. You will develop and sustain excellent customer relationships at all levels and ensure that all contractual service levels are achieved; ensure customer satisfaction; and commercial control. The role will also manage budgets and P&L for your assigned accounts.

You will be responsible for ensuring retention of existing business and explore and secure areas for business growth by working with the sales and bid support teams to create opportunities and providing data for bid documents.

Responsibilities:

• To provide the essential link between A & O and the client
• To develop and sustain excellent customer relationships
• To perform the role of primary point of contact for the assigned accounts.
• To manage all aspects of the A&O portfolio pertinent to the contracted deliverables with each assigned client.
• To conduct service reviews and service development meetings at regular intervals with the client.
• To develop and widen relationships within the account.
• To engage and manage service partners both UK and International.
• To support the leadership teams in any restructuring, future divestitures, mergers and acquisitions.
• To ensure the appropriate documentation e.g. Contract, Service Element Descriptions, Change Control Notes are created and maintained for assigned accounts.
• To negotiate and manage any required amendments to contract.
• Effectively managing third party relationships
• Work with Project/ Transition management for the implementation of new business. Own and execute transitions of new business where the deliverables and scale are appropriate.
• Any other activities that enhance the service or financial performance of assigned accounts. Within the constraints of the authority of the position.
• Comply to company process and procedures and provide support in audits and quality assurance processes

Essential skills:

• Experience in a Customer Facing account management role in the IT industry, providing high levels of service excellence
• Experience of IT Services
• Educated to Degree level
• Experience in managing 3rd parties / Supplier Management
• Good MS Office 365 skills – Word, Excel, Powerpoint
• Team player with excellent communication skills, verbal and written
• Proactivity, initiative and eager to progress
• Organised, able to manage time effectively and prioritise tasks.
• Flexible and adaptable to meet changing business demands and working environments.

ABOUT US:

A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.

OUR VALUES:

Our team prides itself on our core values and commitment to doing the basics brilliantly. If you too strive to engage & delight, we would love to hear from you.