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Service Delivery Specialist
3 weeks ago
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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