Service Delivery Specialist

2 weeks ago

Mohali district, India AVASO Technology Solutions Full time

Position Title: Associate Manager - Global Service Delivery

Location: Mohali, India

Shift – Rotational ( as per the client requirement )


Responsibilities

  • Govern and maintain the end-to-end assigned account(s) client relationship.
  • Serve as the focal point for client account(s) activity including escalations (operational and commercial).
  • Ensure internal operational teams are delivering against the associated contractual SLAs and meeting client expectations and satisfaction.
  • Maintain responsibility for all assigned client deliverables, timelines and contract item qualifications.
  • Act as the relationship manager interacting with the appropriate levels of client management and internal teams.
  • Oversee assigned global account contracts, SOWs, Cos, CSAs, projects an
  • Billing in coordination with internal finance and PMO
  • Document assigned account procedures, escalations paths and governance.
  • Maintain global account operational and contract tracking.
  • Facilitate client cadence meetings and reviews with internal teams as required.
  • How you will Drive continuous customer service improvement plans and Voice of the Customer Initiatives as required.
  • Perform monthly and quarterly audits of CTQ parameter
  • Leverage internal teams to ensure agreed contractual SLAs/KPIs, reporting and service quality are upheld while ensuring invoicing and contractual changes are managed.
  • Oversee and track assigned global account contracts, SOWs, COs, CSAs, projects and billing in coordination with internal finance and PMO.
  • Delivery performance issues, communicate operational issues and continuous improvement ideas.
  • Participate in account planning and resource forecasting.
  • Support sales opportunities and validate expected delivery capability including providing input/guidance of feasibility of new services/contracts and sign off on commitment to proposed SLA.
  • Communicate on-going concerns with viable solutions & progress reports (metrics reports and cadence to be determined) to reporting supervisor • Oversee assigned global account revenue and ensure healthy P&L.
  • Target assigned account revenue and margin growth.


Professional Skills

  • Proven work experience global service delivery
  • Minimum 5-7 year's of relevant experience is required
  • Candidate should be Graduate.
  • Excellent communication skills – written & oral
  • Excellent problem solving and analytical skills
  • Excellent inter-personal skills

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