Service Delivery Manager

Role: Service Delivery Manager

Location: Dublin

Our client is one of the leading SaaS companies for the manufacturing sectors. The Service Delivery role plays a critical role in ensuring a rich, seamless customer experience of our client's products and services. Our client are looking for a Service Delivery Senior Manager to manage and support key customer and partner engagements in the region. The Service Delivery Manager will be responsible for delivering best in class customer and partner operational account management. This role will be responsible for ensuring the highest standards of technical support and customer service at all times.

Responsibilities of this role:

• Primary operational account support to client's top tier customer(s) & associated brands as required in region(s)
• Drive effective stakeholder management and facilitate daily, weekly, monthly and quarterly triage calls with the Customer to ensure our client is performing to SLA (face to face & virtual)
• Ensure Customer feedback, input and insights are identified, shared and tracked and resolved in a timely manner with support where needed from the relevant team
• Maintain an active Customer Actions log and ensure all open / in progress actions are monitored and brought to a satisfactory resolution and close
• Identify and provide detailed resolution to customer issues, inquiries and actions that meet customer expectations, working proactively with customers to deliver the best customer service aided by a continuous improvement plan.
• Daily review of your Customer Dashboard(s) and follow up with relevant teams and ecosystem partners (e.g., MNO partner) to ensure timely response to all open incident tickets, regular ticket updates and closure of tickets, all to the agreed contractual SLA with the Customer
• Continuous focus on resolution to the Hot Issues tracked on our client's Hot Issues Dashboard ensuring regular updates are provided.
• Manage our client's delivery to contracted customer SLA
• Ensure that a robust problem management tracking system is followed.
• Work with internal support teams to provide quality RCA and fix to problem management and provide regular feedback to the customer and brands
• Work closely with Application Support for timely resolution of issues & problem to local Application Support Engineers
• Work closely with all regional MNOs (Mobile Network Operators) to ensure that their efforts support our customer commitments and SLAs
• Conduct regular quality review of key PM tickets with L3 & ensure consistent high standards achieved.
• Ensure regular updates to all customer tickets as per SLA
• Drive 3rd party delivery to SLA
• Cross functionally manages internal groups/vendors to provide quality RCA in a timely manner.
• Work closely with the Application Support team & L3 teams to ensure the following SLAs are met including:

• Co-ordinate readiness and lead your Customer's Quarterly Business Review (QoR) coordinating input from other teams and partners in advance. Including Meeting minutes & actions that are communicated within 48hours of the meeting.
• Be the 1st point of contact to the customer for all major incidents and for all customer issues and the customer's continuous improvement plan, taking proactive responsibility for sharing updates with the customer
• Conduct monthly face to face meetings with the customer acting in a Trusted Advisor capacity
• Leverage all customer surveys and feedback moments with the customer to resolve any open issues, and drive improved service to the customer
• Measure customer CSAT & NPS driving strong participation and agreed action plan that is measured to close
• Work closely with all contracted MNOs to ensure a full rhythm of Business is in place.
• Continuous self-development to become the trusted technical advisor to the customer across connectivity, platform and VAS
• Identify reporting automation opportunities to reduce manual effort in monthly reporting.
• Work with the One team to ensure operational account excellence and the highest customer satisfaction is provided to customers, brands and MNOs.
• Provide guidance to early-stage Service Delivery Managers (SDM) as they develop in role. Encourage and lead cross SDM collaboration to drive Service delivery excellence. Become the Trusted Advisor to all SDMs..
• Live and lead our client's core values.

Requirements:

Essential Experience and Qualifications:

• 8+ yrs regional Service Delivery management experience with impacting customer engagement
• Customer obsessed with excellent written, oral communication and reporting skills.
• ITIL certified and leveraged in day-to-day activity
• Strong technical acumen to be able to understand technical solution and products, that allows the SDM to conduct reviews and to actively participate in technical discussions with the customer
• Strong Service Delivery Management acumen
• Ability to troubleshoot & solve complex problems.
• Up to date working knowledge of IT hardware and software with strong knowledge of Connected Devices solutions.
• Demonstrated ability to learn employer-specific software technical information, processes and applications quickly.
• Customer 1st mindset.

Desired Experience and Qualifications

• Degree level qualification, ideally in technology.
• Experience using tools like Jira & Confluence to capture & report issues & key project updates.
• Basic knowledge of programming concepts and SQL.
• Experience in building effective relationships external as well as internal customers including internal teams such as with Product, Software Development, Network, Test and SIM
• Self-Starter with a proven track record in Service Delivery Management
• Strong technical knowledge with an appetite to go deep where needed on our client's & the customers technical solution.

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.