Senior Service Delivery Manager
il y a 1 semaine
Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Gold partner and Cloud Services partner, specialising in end-to-end transformation. Our team of experts helps drive improvements, creating efficiency and growth within organisations. We are committed to Microsoft technologies, with a mission to revolutionise modern businesses.
Key Responsibilities:- Lead and engage key client stakeholders to establish a trusted advisor relationship with business decision makers.
- 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.
- Build strong relationships with Hitachi team members and stakeholders to facilitate effective communication between internal Hitachi departments.
- 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.
- Maintain high customer satisfaction ratings.
- Mentor and manage junior SDM team members, providing leadership and escalation support.
- 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.
Hitachi Solutions is a global Digital, Data and Technology consultancy, Microsoft Gold partner and Cloud Services partner, specialising in end-to-end transformation. We are committed to Microsoft technologies, with a mission to revolutionise modern businesses. We strive to create an environment where diversity and inclusion thrive, and we believe that creativity is fuelled by diversity. If you are interested and want to know more about this opportunity, apply directly and have a chat with us.
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