Senior Service Delivery Manager

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Position: Senior Service Delivery Manager

Location: Co. Kildare

Salary: Negotiable Perm Salary + Benefits

Contract Type: Perm

SENIOR SERVICE DELIVERY MANAGER

Our client a multinational IT and Professional services organization is seeking an experienced Senior Service Delivery Manager to join their team and help support their end clients

Senior Service Delivery Manager is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met.

Senior Service Delivery Manager KEY Responsibilities/Deliverables:

* Manages the delivery of the contracted services / solution to time, cost and quality (Change and Run), including SLAs

* Acts as the account interface to the Account Run Manager - for client delivery with their scope of responsibility

* Single Point of Contact for the client for delivery activities

* Client facing lead for any Solutioning activity required for new opportunities (working with the relevant Practice Architects and the Proposal Factory)

* Ensures that productivity and costs optimisation plans are aligned with business requirements and communicated to the client as required.

* Manages and reports any delivery issues / project / programs / client escalations

* Ensures that issues are reviewed and fully resolved (root causes fixed)

* Accountable for client satisfaction

* Aligns with Account manager / Sales Principal

* Aligns with Client Organisation (Client mapping)

* Innovation - (CSIIP) Supporting growth

* Project proposal Management and Project delivery to the agreed time , cost and quality

* Responsible for Delivering overall transformation objectives for the Account

Senior Service Delivery Manager Requirements:

* First Level University Degree or equivalent combination of education and experience.

* 8 - 12 years relevant business experience

* Multi cultural and x-region experience desired

* ITIL/ITSM experience

* Ability to build & manage strong customer relationship

* Influence & negotiation skill

* Ability to apply business management & financial concepts to analyze business needs

* Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image

* Ability to understand & analyze an issue or problem to implement a corrective action plan

* Applies appropriate technical knowledge and methods to resolve business issues

* Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support

* Ability to proactively & effectively manage risk on low to medium risk projects

* Consistently applies Quality & Continuous Improvement Plans

* Ability to develop & present high impact message to customer

* Industry sector knowledge (Logistics, finance, manufacturing, etc.)

* Crisis & conflict management

* Ability to build & manage strong customer relationship at the senior level

* Strong influence & negotiation skill