Responsibilities
- Oversee a group of clients within the Service Delivery Office who have consistent and recurring support needs.
- Produce and present standardized service reports and conduct virtual service review meetings with assigned clients.
- Monitor service performance to ensure alignment with contractual terms and maintain SLAs at or above agreed levels.
- Hold operational responsibility for meeting service delivery goals, SLAs, KPIs, and contractual compliance requirements.
- Coordinate and lead discussions related to customer contract renewals.
- Strengthen client satisfaction and loyalty by building effective relationships within client organizations.
- Act as a reliable advisor to clients, fostering open, truthful, and transparent communication.
- Execute a Service Management Plan (SMP) when required and as instructed by management.
- Deliver service performance reports in accordance with contract terms and management directives.
- Identify deficiencies in current processes and collaborate with stakeholders to assess and improve them.
- Offer impartial input and escalate issues to enhance internal service operations and workflows.
- Recognize and clearly communicate potential upsell or expansion opportunities to the Account Management team.
- Perform additional duties as required by evolving role responsibilities and organizational goals.
Work Arrangement
Hybrid
Responsibilities
- Manage a portfolio of clients from within the Service Delivery Office who typically have standardised and repeatable requirements for support.
- Deliver standardised service reports and hold remote service reviews for assigned client base.
- Manage the performance of services provided to clients in line with the contract and ensure that Service Levels achieve or exceed contractual obligations.
- Operational accountability for service delivery targets, SLA’s, KPI’s, and applicable contractual compliance.
- Arrange and manage meetings regarding renewals of customer contracts.
- Increase customer loyalty and satisfaction through strong working relationships within the customer organisation.
- To be a trusted customer advisor, maintaining an open, honest, and transparent relationship with the customer.
- Implement a Service Management Plan (SMP) where appropriate and as directed by Line Manager.
- Provide service reporting in line with contractual obligations and using a format as directed by line management.
- Identify where process gaps exist and work with business stakeholders to review and refine them.
- Provide unbiased feedback and escalation to improve internal services process and workflows.
- Ensure any potential opportunities for additional business are highlighted and communicated clearly to the Account Management team.
- The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Other
- Compliance with Information Security and Data Protection policies including protection from unauthorized access, disclosure, modification, destruction & interference
- Treatment of information assets according to their designated security classification
- Authorized access only to information assets
- Adherence to security weakness or event reporting procedures
- Participation in personal development of information security awareness & knowledge
- Compliance with laws and contractual obligations regarding data protection
