Senior Service Delivery Manager

Centrilogic

1d•Hybrid

About The Position

The position of Senior Service Delivery Manager (SDM) has end-to-end accountability for the client relationship by bringing a relationship-focused client management approach that aligns client and Centrilogic goals for mutually beneficial outcomes. The Senior SDM lives in the tactical-technological dimension of the client relationship, focusing on ensuring that contracted managed services are being delivered such that client expectations are met or exceeded. The Senior SDM understands all contracted scope, performance levels (SLO/SLA), service offerings and capabilities, which enables them to assist the client in maximizing the value of Centrilogic business model and solution delivery organizations. They utilize IT service management, relationship management and project management principles, as well as administrative resources, tools, and processes to perform their responsibilities. This position is also one of leadership and mentorship to all Service Delivery Managers on the team. Assisting the Director, Service Delivery in establishing effective processes and tools to aid in the tracking of team goals and using extensive experience to establish excellent interactions with other teams such as Sales, Operations, PMO, Professional Services and others. The Senior SDM brings a high sense of urgency, in the understanding that our client’s success is our guiding principle. The role manages a dynamic set of top accounts primarily from the highest touch, strategic or complex set of accounts, by essentially carrying out duties pertaining to the following business functions: Engagement Governance Client Health Monitoring and Run State Assessment Service Governance Touchpoints Mentorship and Administrative Areas

Requirements

Excellent verbal and written communication skills
Minimum 12+ years in technical customer relationship management positions such as Client Success Management, Project Management, Account Management, and Team Lead
Bachelor’s degree in engineering, Information Technology, or equivalent.
Direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
Experience in designing workflows and processes to better interface Service Delivery with other teams (Sales, Operations, PMO, etc.)
Project Management experience
Ability to move between service / operational mindset to crisis management mentality
Strong desire and passion for learning new concepts and technologies
Excellent problem solving, problem resolution and analytical skills
Ability to grasp and explain complex technical concepts to a variety of audiences including non-technical stakeholders
Ability to build and manage trusting relationships with large clients
Ability to multitask and balance competing requirements
Proactive and ability to work with minimal direct supervision
Take and lead initiatives to successfully complete assigned projects

Nice To Haves

Master’s in Business Administration (MBA) or equivalent
Working Knowledge of Lean Methodology
ITIL4 Foundations Certification
Azure and AWS Foundational Certifications

Responsibilities

Build and maintain strong relationships with clients at both operational and managerial levels
Ensure the delivery of all service deliverables is in accordance with the terms and conditions of the Managed Services contract
Act as the client advocate for all matters relating to Managed Services delivery
Ensure alignment with technical operations team’s delivery by providing context and client perspective
Active role in onboarding of new clients. Responsible for onboarding of new services for an existing client
Lead key service-related communications with the client, in partnership with Service/Ops/Account teams
Provide guidance, manage expectations and, at times, push-back on client requests with support from Sales and/or Ops leadership
Measure and evaluate customer satisfaction (CSAT) and coordinate necessary actions to achieve desired outcomes
Contribute to monitoring, proactively assessing client retention risk, and raising awareness internally
Assist operations in developing and track completion of service improvement plans with clear definition of desired outcomes; support the communication of related operational improvements to the client
Ensure that client’s SLAs and other contractual agreements are tracked, reported and met, with support on reporting from Service / Operations functions
Measure overall client Run State by consolidating health factors into single indicator
Track SLA compliance via existing reports provided by Service/Ops teams, obtained via data from various service management tools
Track any other contractual service related KPIs relevant to client business that have dependency on managed services delivery
Present operations service metrics and KPI’s during Monthly or Quarterly Operations Reviews (MOR/QOR) utilizing data/graphs provided by operations teams
Contribute relevant service delivery data for Quarterly Reviews presented by Account Executives colleagues
Provide intake channel for feedback and discussion on opportunities for service improvement
When items get escalated or prioritized by clients, you support technical teams by providing required context and drive fast turnaround times on issue/incident resolution
Identify and mitigate risks that could impact delivery
Be the point of contact for service delivery issues communicated by client and initiate escalation for service issues
With a focus on ITIL Incident, Change, and Service Request Management, work in collaboration with the operations teams to continuously improve the service delivery experience by advising on best practices and process/practice improvements
Advise on efficiency and optimization for in-scope services
Support P1, Major Incident or escalation scenarios with client management and client communications , working in tandem with technical SMEs and designated major incident manager
Contribute to Post Incident Reports (PIR) for qualifying incidents and support the delivery of PIRs to the client
Be aware of major account activities (projects, proposals) to ensure interdependencies with incoming client requests are managed
Attend change management calls to represent changes with technical SMEs are required, and assist support staff in representing changes effectively
Ensure contractual cadence of touchpoints is followed in alignment with Account Executives
If applicable, gather necessary data, context and insights and deliver weekly or bi-weekly reviews
Coordinate required touchpoints as outcomes necessary to improve client run state:
Leveraging their extensive experience, the Senior SDM is expected to significantly contribute to the team’s overall effectiveness by assisting the Director, Service Delivery with various efforts such as:
Hands on in creation of comprehensive knowledge base which serves as a valuable resource for the entire Service Delivery team.
Setting internal/team KPIs and establishing robust mechanisms for measuring these metrics ensuring the team’s goals are met efficiently.
Lead process design and implementation ensuring workflows are optimized and aligned with Centrilogic objectives.
When necessary, perform Invoice Validation tasks to ensure timely and correct billing