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Service Delivery Manager
Il y a 2 mois
About the Role
Hitachi Solutions is seeking a highly skilled Service Delivery Manager to join our team in France. As a key member of our Service Delivery team, you will be responsible for leading and engaging with key client stakeholders to establish trusted advisor relationships with business decision makers.
Key Responsibilities
- Lead response for pre-sales engagements to capture customer requirements with the support of the Sales owner.
- Present to potential new and existing customers to promote our service offerings and the business benefits they provide.
- Conduct workshops covering service design, process management, and operational readiness.
- Manage client contracts and engagement against Work Order obligations.
- Operational accountability for own customer's service delivery performance, producing service reports, creating and maintaining service delivery plans, implementing and tracking customer CSI activities.
- Commercial responsibility for own customers, engaging in contract negotiations, managing customer's pre-pay allocations, forecasting, draw down, and invoicing, margin tracking, and profitability reporting.
- Provide accurate feedback and reporting to senior management on the performance of service delivery against contractual, commercial, and operational KPIs.
- Build strong relationships with Hitachi team members and stakeholders to facilitate effective communication between internal Hitachi departments.
- Assess and analyze financial service performance to ensure customer contract renewals are priced correctly.
- Ensure the successful transition of clients into service through Service Readiness.
- Maintain high customer satisfaction ratings.
- Mentor and manage junior SDM team members, providing leadership and escalation support.
Requirements
- A passion for Service Delivery, Customer satisfaction, and Solution Adoption.
- Commercial awareness and experience of engaging and capturing customer requirements from a pre-sales engagement.
- 5 years + in the role of Service Delivery Manager/Customer Success Manager/Account Manager.
- The ability to build relationships through exceptional customer-facing skills/people management/strong communication skills.
- Knowledge of ITIL Framework or knowledge of Project Management (Certification preferred).
- Experience of managing service delivery for Dynamics 365 or other cloud-based business applications (preferred).
- Understanding of CRM, ERP, and productivity applications.
About Hitachi Solutions
Hitachi Solutions is a global Digital, Data, and Technology consultancy, Microsoft Gold partner, and Cloud Services partner, specializing in end-to-end transformation. We are committed to Microsoft technologies and employ the best talent to deliver outstanding technology solutions to our clients.
Why Join Us?
We place value on collaboration, open communication, and transparency. We emphasize the importance of team spirit, cohesion, and appreciation. Our learning culture and flat hierarchy are our recipes for success. We offer competitive compensation packages, work-life balance, and a comprehensive career development program.
