Client Delivery Manager
About this position
Responsibilities
Key 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.
Requirements
Requirements:
• Proven experience in client delivery management or a similar role.
• Strong understanding of managed services and service delivery processes.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and priorities effectively.
• Strong problem-solving and analytical skills.
• Familiarity with contract management and compliance requirements.
• Experience in collaborating with cross-functional teams.
• Knowledge of industry trends and emerging technologies.
• Proficiency in project management tools and software.