Service Delivery Manager
il y a 4 semaines
Job Description:
We are seeking a highly skilled Service Delivery Manager to join our team at Hitachi Solutions. 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.
- Create Work Orders defining the services Hitachi will deliver. Adhere to the Hitachi contract review and approval process.
- 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.
Qualifications:
- 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.
Application Process:
- CV to be written in English.
- 1st interview stage with Head of Service Delivery & Head of Service Strategy (in English).
- 2nd interview the Head of Lifetime Services & Head of Sales (in English).
- 3rd interview Face-to-Face with Hitachi Solutions France General Manager (in French).
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