Lead client service delivery by overseeing day-to-day operations for assigned accounts, ensuring performance standards are consistently met and client expectations exceeded. You will act as the central point of contact, coordinating across internal technical and sales teams to align service delivery with client goals.
Key Responsibilities
- Develop and maintain strong relationships with clients and internal stakeholders to ensure smooth, coordinated service operations.
- Take ownership of service requests and ensure timely, effective resolution, maintaining transparency throughout the process.
- Monitor service performance metrics, identify inefficiencies, and lead initiatives to improve system reliability and responsiveness.
- Manage end-to-end incident resolution, including leading incident bridge calls, coordinating technical resources, and communicating updates to stakeholders.
- Produce accurate reports on service delivery, covering incidents, changes, and system availability, to support informed decision-making.
- Participate in governance meetings and lead monthly client reviews to assess performance and align on future priorities.
- Use client feedback to guide service enhancements and manage improvement projects that increase value and efficiency.
- Oversee the integration of new IT services, ensuring proper documentation, control, and minimal disruption during transitions.
- Identify opportunities for revenue expansion within existing accounts and collaborate with sales to pursue them.
- Stay current with technology and industry developments to provide relevant insights and support business growth.
What You Bring
- Fluency in English and a solid technical foundation in software development, networking, or cloud infrastructure.
- Strong interpersonal and communication skills, with a proven ability to build trust with clients and teams.
- Excellent problem-solving abilities and a data-driven approach to decision-making.
- Capacity to manage multiple priorities in a fast-paced environment, with strong organizational and time management skills.
- Self-direction and motivation, with a focus on delivering measurable business outcomes.
- Experience with project management tools and methodologies that emphasize client value delivery.
Nice to Have
- A bachelor’s degree in a technical field or equivalent professional experience.
- ITIL certification.
Work Environment
This role supports flexible working arrangements with team members based in London, Prague, and Paderborn. You’ll be part of a global, collaborative team that values adaptability and diverse perspectives. The position is a 1-year contract.
