Managed Services Client Delivery Manager

The Senior Managed Services Client Delivery Specialist is an advanced subject matter exert, responsible for overseeing the end-to-end delivery of managed services contract to the client.

This role supports the business and protects the company's reputation by taking responsibility for contract management for local, medium to large complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are complex to highly complex by nature and are typically across multiple sites and/or service offerings.

What you'll be doing

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 to internal and external stakeholders.

Knowledge and Attributes:

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
• Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Advanced understanding of managed services, including infrastructure, cloud, security, and support
• Advanced proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
• Advanced business acumen, as well as financial acumen for budgeting, forecasting, and billing.
• Advanced familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure and has exceptional organizational 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 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.