Customer Service Delivery Manager

Job Description

The SDM is a key customer facing role:
– Responsible for building, running and continuously improving the end-to-end delivery model for the customer portfolio of service
– Act as single point of contact for the progress of all the activities related to the customer such as RUN, implementation, handover, etc.
– Leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain

Key Activities & Deliverables:

Customer Experience
– Accountable for the customer satisfaction, Improving the Customer Experience & ensuring compliance to the COG
– Build trust and strong relationship with the customer
– Schedule Periodic Business Review with the Account team
– Participate to the customer SteerCo meeting and provide all the required support when needed
– Conduct Service Targets (SLAs) reporting

Technical Management:
– Lead the operational team to proactively solve service performance issues, and conduct the required technical audits
– Schedule a Monthly service review to trigger the needed technical Improvements for the service relying on the customer technical lead, technical operation owner, and solution Experts
– Work closely with the operations teams on the release management and the service rollout

Operations Management
– Trigger the needed operational Actions on behalf of the customer
– Follow up on day-to-day activities and provide all the required support when needed
– Follow up with Service/Application Referent on the Capacity Management Plan
– Act as a validator during CAB meetings
– Follow up on the incident reviews (internal + customer) are done weekly
– Act as crisis Manager during crisis incidents by ensuring the well actions are done by L1, L2, TOO and IM
– Provide monthly dashboard for obsolescence

Cost & Scope Mgmt.
– Identify the opportunities to reduce costs without affecting the customer experience through Capacity Mgmt. & Service Operation Simplification
– Build the Handover to operation checklist and follow-up on the activity

Governance & Continuous Improvement
– Manage Customer Dissatisfaction & Improve the QoS relying on the Process Managers
– Review the operational performance, and trigger the customer service improvement plan whenever needed
– Schedule weekly meeting with the SDM Leader to sync together, get the required consultations and share all the updates such as RUN activities, KPIs, etc
– Provide to SDM Leader the required risks assessments, bottlenecks anticipations and critical issue to maximize the business value