Senior Account Service Delivery Manager

Senior Account Service Delivery Manager

Summary of Position 

Reporting to the Regional Head of Service – EMEA within Procurri’s Third Party Maintenance tower. The role will be to deliver a customer service experience that provides high levels of excellence and satisfaction. You will work closely with multiple service delivery teams, including the NOC, engineers, technical support, logistics, transition, and planning. On a day-to-day basis you will drive service delivery and improvements and be a customer facing representative of Procurri who is in regular communication with our core strategic customers. In addition, you will mentor and provide  guidance to the wider ASM team when needed.

Responsibilities

The core responsibilities of this role are outlined below, however, they will not be limited to this as this is a proactive position where improvement and success is both measured and rewarded:

• Facilitate communication and delivery of services to key clients reporting on company performance to the defined agreement. This will include reporting of SLA metrics to key customers and internal stakeholders.
• Present monthly or quarterly Service Reviews for key Partners
• Act as escalation point for all Delivery issues. Drive cross-functional teams for resolution.
• Lead and complete Root Cause Analysis (RCA) if and when contract deliverables are not met.
• Manage and maintain all new and existing asset lists in Salesforce, for updates, renewals, and cancellations
• Manage and coordinate with vendors supporting our service
• Manage partner/customer escalations through to completion
• Facilitate offboarding of contracts
• Evaluate Partner relations regularly and identify areas for improvement and quality of services
• Assist with the development and maintenance of SOP, processes, tools, templates for SDT success.
• Additional duties as required

Required qualifications and competencies

1. 5 Years’ experience of working in an Enterprise Service Delivery environment.
2. 3 Years’ experience of working within hardware maintenance or support environment
3. In depth knowledge of service delivery – ITIL Foundation certification would be a nice have
4. A proactive approach to dealing with internal and customer escalations.
5. A proven track record of managing customers on a daily basis, be that in person, by phone, email or other media platforms
6. Excellent communication skills, both written and verbal
7. Excellent organisational skills
8. Calm and confident characteristics when dealing with stressful situations
9. Ability to solve problems and issues on your own initiative wherever possible
10. A collaborative approach to working with other managers both locally and internationally
11. Experience in using Salesforce