Service Delivery Manager
il y a 2 jours
Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Gold partner and Cloud Services partner, specialising in end-to-end transformation. As a global consultancy firm working across the private and public sectors, we specialise in Dynamics 365 Business Applications, Power Platform, including Azure, Application Modernisation and Data & Analytics. We are committed to Microsoft technologies, with a mission to revolutionise modern businesses.
Key Responsibilities- Drive customer growth by understanding customer needs and delivering excellent customer service to ensure retention.
- 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.
- Create Work Orders defining the services Hitachi will deliver.
- 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.
- Assess and analyse financial service performance to ensure customer contract renewals are priced correctly.
- Ensure the successful transition of clients into service through Service Readiness.
- Mentor and manage junior SDM team members, providing leadership and escalation support.
- A passion for Service Delivery, Customer satisfaction and Solution Adoption.
- ~ 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.
We are committed to creating an inclusive and diverse work environment. In applying for a role with Hitachi Solutions Europe Limited and/or its affiliates, you consent to Hitachi collecting and storing your personal information in relation to this role and any others that may be suitable in the future. For more information, please refer to our Privacy Policy located at https://www.hitachi-solutions.com/privacy-policy.
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