Managed Services Client Delivery Specialist

**Key Roles and Responsibilities**:

- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and **Service Level Agreements (SLAs)**:

- Acts as the primary point of contact for client inquiries, escalations, and feedback
- Understands client business needs and objectives to tailor required services accordingly
- Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
- Collaborates with technical teams to resolve client issues and incidents promptly
- Monitors and assesses client satisfaction regularly through feedback mechanisms
- Takes proactive measures to address client concerns and continuously improve service quality
- Develops account plans and strategies to enhance client engagement and retention
- Identifies opportunities for upselling or cross-selling additional services
- Manages the implementation of new services, upgrades, and projects for clients
- Coordinates project timelines, resources, and deliverables to ensure successful outcomes
- Ensures that service delivery aligns with contractual agreements and compliance requirements
- Consults with legal team to ensure that all contract escalations are addressed with contract governance
- Monitors and reports on contract performance
- May oversee financial aspects of client accounts, including budgeting and forecasting
- May manage billing and invoicing processes
- Collaborates with technical teams to ensure that client environments are stable, secure, and up-to-date
- Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
- Identifies and mitigates risks associated with service delivery and client relationships
- Develops contingency plans for potential disruptions
- Maintains accurate records, client documentation, and incident reports
- Provides regular reports on service performance and client satisfaction to internal and external stakeholders
- Willing to join the Global Major Incident Management rota

**Knowledge, Skills and Attributes**:

- Good knowledge of telecoms, collaboration and meeting room platforms like Microsoft Teams.
- Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
- Uses evaluation, judgment, and interpretation to select right course of action
- Passionate about service delivery with a strong ability to manage a coordinated delivery of service
- Highly analytical mindset, strong initiative, self-driven with a commitment to succeed
- Strong understanding of managed services, including infrastructure, cloud, security, and support
- Strong proficiency in project management
- Excellent communication, negotiation, and problem-solving skills
- Excellent client centricity, proven ability to manage client relationships and drive client satisfaction
- Business acumen, as well as financial acumen for budgeting, forecasting, and billing
- Familiarity with ITIL or other IT service management frameworks.
- Ability to work under pressure and has exceptional organisational skills and attention to detail
- Ability to work collaboratively with cross-functional teams
- Adaptability and a customer-focused mindset

**Academic Qualifications and Certifications**:

- Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
- **ITIL certification**:

- **Project management certification (e.g., PMP) is preferred**

**Required Experience**:

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