Client Service Delivery Manager

Description

Key Responsibilities

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  You will be serving as the primary point of contact for service-related issues for our clients, developing and maintaining strong relationships with them, understanding their needs, and proactively identifying opportunities for service improvement.

• To produce detailed operational reports and presenting them to key clients on a regular basis

• To produce detailed reports regarding technical issues and presenting them to key clients on a regular basis

• You will prioritise technical issues within the organisation, advocating for clients in sprint previews and reviews

• Raise and prioritise non-revenue generating change requests within the organisation, advocating for clients in sprint previews and reviews

• Help manage critical incidents for key clients, coordinating with resolution parties, establishing effective communication with the client during the incident and sharing pertinent information from post-incident reviews

• Ensure that root cause analyses are carried out for significant operational issues and pertinent findings shared with clients

• You will participating in MBRs and QBRs where applicable from a service-related perspective

• Ensure that increased service levels are in place for peak period

• Organise effective aftercare upon the completion of large projects

• In collaboration with a commercial-oriented colleague, regularly reviewing both internally and with clients the direction of key client relationships.

• You will analysing internal processes and creating strategies for service optimisation. Conducting regular service reviews to identify areas for improvement and implement corrective actions. Analysing service delivery metrics and data to identify trends, bottlenecks, and opportunities for optimisation

• Collaborate with cross-functional teams, such as Operations, Implementations, Customer Success, Product Support and Product/Technical teams to coordinate service delivery efforts. Collaborating with sales and marketing teams to align service delivery with organizational goals and customer expectations

Skills, Knowledge & Expertise

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  Relevant experience in an international commercial service delivery, support, or client management role.

• Client Relationship Management: You have strong interpersonal and communication skills to build and maintain relationships with clients. You understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

• Problem-Solving: You're adept at analysing complex situations, identifying problems, and proposing effective solutions. You can think critically and make decisions quickly to address service-related challenges.

• Continuous Improvement: You have a mindset of continuous improvement. You're able to proactively identify areas for improvement, implement process enhancements, and drive efficiency in how we service clients.

• Technical Knowledge: Though you are not very hands-on with technical aspects of our business, you have a good understanding of IT systems, infrastructure, and emerging technologies which are valuable in understanding the service delivery landscape and effectively communicating with technical teams.

• Domain knowledge: Working knowledge of logistics processes and overall Supply Chain is a must.

About ReBound by Reconomy