About the Role
Join a team that emphasizes technical excellence and innovation. As a Managed Services Client Delivery Specialist, you will be a seasoned subject matter expert responsible for overseeing the end-to-end delivery of managed services contracts to clients. This role is critical to support the business and protect the company’s reputation through effective contract management for local, small, and low to medium complexity contracts. You will collaborate with cross-functional teams to ensure client expectations are not only met but exceeded, taking responsibility for service delivery and the profitability of assigned client contracts. The services delivered are often complex, typically across multiple sites and varied service offerings. This position involves proactive client communication, project management, technical oversight, and problem-solving.
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Key Responsibilities:
- Ensure client satisfaction by delivering services in accordance with agreed service definitions and Service Level Agreements (SLAs).
- Act as the primary point of contact for client inquiries, escalations, and feedback.
- Tailor required services based on the understanding of client business needs and objectives.
- Ensure successful service delivery meets SLAs and quality standards.
- Collaborate with technical teams to resolve client issues and incidents promptly.
- Regularly monitor and assess client satisfaction through feedback mechanisms.
- Proactively address client concerns to continuously improve service quality.
- Develop account plans and strategies to enhance client engagement and retention.
- Identify opportunities for upselling or cross-selling additional services.
- Manage the implementation of new services, upgrades, and projects for clients.
- Coordinate project timelines, resources, and deliverables for successful outcomes.
- Ensure that service delivery aligns with contractual agreements and compliance requirements.
- Consult with the legal team to address all contract escalations with contract governance.
- Monitor and report on contract performance.
- May oversee financial aspects of client accounts, including budgeting and forecasting.
- May manage billing and invoicing processes.
- Collaborate with technical teams to keep client environments stable, secure, and up to date.
- Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.
- Identify and mitigate risks associated with service delivery and client relationships.
- Develop contingency plans for potential disruptions.
- Maintain accurate records, client documentation, and incident reports.
- Provide regular reports on service performance and client satisfaction to relevant stakeholders.
Knowledge, Skills and Attributes:
- Passion for service delivery with strong coordination skills.
- Analytical mindset with initiative and self-drive.
- Understanding of managed services, including infrastructure, cloud, security, and support.
- Proficient in project management.
- Excellent communication, negotiation, and problem-solving skills.
- Strong client centricity with proven ability to manage client relationships and drive satisfaction.
- Business and financial acumen in budgeting, forecasting, and billing.
- Familiarity with ITIL or other IT service management frameworks.
- Ability to work under pressure with exceptional organizational skills and attention to detail.
- Collaborative mindset for working with cross-functional teams.
- Adaptability and customer-focused approach.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent qualification in Information Technology, Business, or a related field.
- Relevant ITIL certification preferred.
- Relevant project management certification, such as PMP, preferred.
Required Experience:
- Demonstrated experience in a managed services and/or support services environment.
- Demonstrated experience in managed services, service delivery, and client management.
- Proven track record in successfully delivering managed services to clients while meeting SLAs and quality standards.
- Experience in aligning service delivery with contractual agreements and compliance requirements.
- Experience in monitoring contract performance.
- Experience in managing service delivery projects for clients.
- Experience in regularly monitoring and assessing client satisfaction through feedback mechanisms.
- Proactive experience in addressing client concerns and continuously improving service quality.
Workplace Type:
On-site Working
Equal Opportunity Employer
We are proud to be an Equal Opportunity Employer committed to embracing diversity and creating an environment free of unfair discrimination and harassment.
Note:
Recruiters will never ask candidates for payment or banking information during the recruitment process. Please be vigilant of third parties attempting to impersonate recruiters. All legitimate communication will come from an @thecompany.com email address.
