Manager, Managed Services Client Delivery

Roles & Responsibilities

The Manager, Managed Services Client Delivery is a management role, primarily responsible for managing a team of Managed Services Client Delivery Specialists.

This role supports the business and protect the company's reputation by taking responsibility for overall contract management for local, small and low to medium complexity client contracts.

The Manager, Managed Services Client Delivery is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts. These clients require service delivery that are complex by nature and are typically across multiple sites and/or service offerings.

Key responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Oversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards.
• Works closely with cross functional teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance.
• Cultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations.
• Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
• Allocates resources effectively to meet client demands, including people, technology, and infrastructure.
• Identifies potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients.
• Reviews all proposals delivered to the client and ensure that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Serves as the client's advocate within the organisation, ensuring their needs and concerns are addressed promptly and effectively.
• Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency.
• Develops and maintains reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and senior management.
• Contributes to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client.
• Collaborates and engages with a variety of stakeholders, including the Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements.
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
• Negotiates and resolves contractual issues, including failure to meet contractual obligations.
• Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized.
• Leads and mentors a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.

Knowledge, Skills and Attributes:

• Advanced understanding of the IT services industry, including trends, technologies, and best practices.
• Advanced knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks.
• Advanced understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly.
• Advanced leadership and management skills to lead a team of professionals and drive results.
• Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders.
• Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction.
• Advanced proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively.
• Strong analytical and problem-solving skills to address client issues and challenges proactively.
• Advanced budgeting and financial management skills to ensure profitable service delivery.
• Ability to manage relationships with third-party vendors and partners as needed for service delivery.
• Client centric mindset, always putting the client's needs and satisfaction first.
• Willingness and ability to adapt to changing technology, client requirements, and industry trends.
• Abilit to develop long-term and short-term plans for service delivery improvement.
• Focus on achieving measurable outcomes and delivering value to clients.
• Collaboration and teamwork are essential, as the role involves working with cross functional teams.

Academic qualifications and certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Required experience:

• Advanced demonstrated experience in a managed services and/or support services environment.
• Advanced demonstrated experience in managed services - service delivery and client management.
• Advanced demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Advanced demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Advanced demonstrated experience in monitoring contract performance.
• Advanced demonstrated experience in managing service delivery projects for clients.
• Advanced demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Advanced demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
• Advanced demonstrated experience in managing and leading a service delivery team and/or related function.

Tell employers what skills you have

Management Skills
Requirements Gathering
Managed Services
Assessing
Kanban
Financial Management
Service Management
Contract Management
Information Technology
Service Level
Procurement
Project Management
Evidence
ITIL
DNS
Service Delivery

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