Senior Service Delivery Manager
il y a 2 semaines
Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Gold partner and Cloud Services partner, specialising in end-to-end transformation.
Job SummaryWe are looking for a Senior Service Delivery Manager to join our Service Delivery team in France. As a Senior Service Delivery Manager, you will be responsible for delivering excellent customer service to ensure retention, leading response for pre-sales engagements, and presenting to potential new and existing customers to promote our service offerings.
Key Responsibilities- Deliver 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
At Hitachi Solutions Europe, we are committed to Microsoft technologies and are looking for a Senior Service Delivery Manager to join our team. We offer competitive compensation packages, benefits plans, and a work-life balance culture. If you are passionate about Service Delivery and Customer satisfaction, we encourage you to apply for this exciting opportunity.
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