Service Delivery Manager

Position – Service Delivery Manager

Experience – 12-14 Years

Roles & Responsibilities

• SDM will serve as the primary contact with the customer and on a regular basis providing status of processes/metrics for the delivery of services.
• Deliver Effective onboarding experience for new/existing Customers and other ad-hoc internal / customer projects
• Drive positive customer sentiment through go-live experience and create referenceable customers
• Ensure accurate and timely gathering/documentation of all information needed to support the Customer.
• Coordination and scheduling of onboarding resource, leads or any other resource as required for timely completion of Onboarding, projects, etc.
• Work with data analyst to assemble and analyse service/support data to provide/share regular monthly customer reports. Analyse data to help customers identify and mitigate any risks associated with service delivery.
• Lead / Set up recurring Schedules for meeting/call as touch points with all customers.
• Lead / Set up recurring/adhoc internal cross team/functional meeting/call to address any customer feedback/issues, ie. cross-collaboration between internal stakeholders.
• Will be single point of contact for Customer Escalation and its resolution.
• Reviewing and managing Effective Hourly Rate Analysis, deep dive and corrective follow up actions if any and –
• Share the Numbers with Service Team Leadership – Gets everyone on the same page
• Formal Deep Dive into Specific Accounts – Any account in the red, try to identify the main issues causing the poor numbers
• Operational Improvement Opportunities – Identify areas of operational improvements and assign out execution and ensure its successful completion

Experience & Skills

• Exposure to SAP, major ERP systems and data domain is a must
• Proven record working in a matrix structure and driving outcomes cross business
• Excellent Communication, Customer Service, project management and time management Skills required
• Ability to work independently with little to no supervision
• Willing to work in 24×7 / 365 work environment/ night shifts.
• Overall work experience of at least 12 years and 3-5 years of experience in service delivery / client facing roles.
• Good technical background.

What will you get?

You will be part of a rapidly growing Australian-based global company. You will be part of a team who are experts in enterprise data management, working in a company that has a 20-year history of delivering valuable client solutions.

You will have the opportunity to take your experience and skillsets to new levels We are an inclusive organisation that respects diversity. The contribution of our people is our greatest asset – we appreciate that and continually strive to provide an environment that encourages autonomy, mastery and purpose.