Delivery Manager - Client Success

Avanade Inc.; City Of London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

A leading technology solutions provider is searching for a Delivery Manager in London. You’ll manage service delivery and ensure customer satisfaction while collaborating closely with clients. You should have prior experience in service management and excellent communication skills. Flexibility to travel within the UK is required. Join a diverse team committed to innovation and client success.

Benefits

Training and paid certifications

Real-time access to technical resources

Dedicated career advisor

Inclusive workplace culture

Qualifications

• Proven track record in operational and service management.
• Demonstrated ability to build and maintain customer relationships.
• Strong multi-tasking skills and adaptability in dynamic environments.
• Excellent interpersonal and presentation skills.

Responsibilities

• Take ownership for the effective delivery of client engagements.
• Build and maintain strong customer relationships.
• Monitor client satisfaction and conduct regular reviews.
• Prepare and present service delivery reports.

Skills

Customer Success

Service Delivery Management

Project Management

Technical Account Management

Communication

Education

Relevant Professional Certifications (ITIL, PMI, etc.)

Tools

Microsoft Solutions (Azure, M365)

Job description

Overview

Delivery Manager - Client Success

This is an exciting opportunity for an experienced Delivery Manager to join the UK Delivery Centre as a primary delivery lead. The Delivery Manager at Avanade plays a crucial role in ensuring the highest level of customer satisfaction through effective service delivery. In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.

We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude. We promise to invest in you and help give you the platform for continuous learning and development. Come Join Us.

This position may involve travelling within the UK, as such the ideal candidate will be flexible and willing to travel 2-3 days per week.

About the role:

Building and maintaining strong customer relationships will be at the heart of your role. You will act as a trusted advisor to our clients, understanding their business needs and objectives, and providing tailored solutions to help them achieve their goals. Your ability to foster and nurture these relationships will be crucial in driving customer satisfaction and long-term success.

By joining the UK Delivery Centre, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services & solutions.

We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude. We promise to invest in you and help give you the platform for continuous learning and development. Come Join Us.

What you’ll do

1. Service Delivery Management
   • Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.
   • Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.
   • Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.
   • Develop and implement service improvement plans to enhance service quality and efficiency.
   • Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.
   • Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment.
   • Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.
2. Client Success Management
   • Build and maintain strong relationships with clients, acting as their primary point of contact.
   • Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals.
   • Monitor client satisfaction and proactively address any concerns or issues.
   • Conduct regular Reviews with clients to review their progress and address any needs or challenges.
   • Identify opportunities for upselling and cross-selling additional services or products to clients.
3. Client Success Account Management
   • Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction.
   • Collaborate with clients to develop strategic plans that align with their business objectives.
   • Provide client with regular service analysis and develop ideas for service improvements.
   • Ensure effective communication with clients to manage expectations and demonstrate value.
4. Reporting and Analysis
   • Prepare and present regular reports on service delivery performance and customer satisfaction metrics.
   • Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.
5. Collaboration and Communication
   • Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.
   • Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.

Skills and experience

We are looking for the following experience profile:

• Proven track record in operational and service management, with prior experience in Service Management as a key member of the support function for a consulting or IT services provider.

• Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions within their organisation.

• Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating, with the ability to present confidently to both large and small audiences, including C-Level Executives.

• Strong multi-tasking skills and the ability to thrive in a dynamic environment with constant change, addressing emerging challenges effectively.

• Proven capability to innovate and drive service improvement roadmaps.

• Excellent interpersonal and communication skills, including proficiency in written and presentation skills.

• Experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience.

• Demonstrable experience in the following:

• Customer Success
• Technical account management
• Service Delivery
• Project management
• Influencing senior-level leaders

Desirable Skills

• Relevant professional certifications e.g.

o Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.

o Project Management Institute (PMI) or equivalent certification.

o Prosci or equivalent Change Management certification

o Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions

Additional Information

Applications are only invited from candidates with the right to reside and work within the UK. Candidates should be willing to travel for the purposes of client delivery and collaborating with colleagues. Base location of either Newcastle or London.

Avanade is an Equal Opportunity Employer. We evaluate applicants without regard to race, colour, age, religion, sex, national origin, gender identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status.

We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Avanade believes that all persons are entitled to equal employment opportunities, and we do not discriminate against our employees, applicants, or job seekers because of their race, color, gender, religion, national origin, disability, veteran status, age, marital status, sexual orientation, genetic information, gender identity, or any other protect group status as defined by law.

Benefits

• hours per year for training and paid certifications
• Real-time access to technical and skilled resources globally
• Dedicated career advisor to encourage your growth
• Engaged and helpful coworkers genuinely interested in you

Find out more about some of our benefits here. A great place to work

As you bring your skills and abilities to Avanade, you’ll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You’ll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It’s all here, so take a closer look!