Senior Customer Success Manager

2 weeks ago

shimoga, India beBeeDelivery Full time

Service Delivery ManagerRole Overview:The role of a Service Delivery Manager involves owning key service delivery relationships, delivering excellence in service assurance, and liaising with internal technical staff on behalf of clients.Key Responsibilities:Prepare and present client operational reporting to stakeholders.Ensure analysts meet Service Level Agreements (SLAs) and follow established procedures.Great report writing skills are essential for effective communication.Onboard new Clients by understanding their business needs and requirements.Continuously improve operations and client engagement through strategic planning and execution.Develop deep understanding of client's business environment and adapt to changes.Manage risks and issues proactively to minimize impact on the business.Coordinate problem management processes to ensure timely resolution.Scope out change requests and implement accordingly.Lead Change Management efforts to ensure smooth transition.Oversee Major Incident Management procedures to prevent recurrence.Required Skills and Experience:Minimum 5 years' experience in Service Management with a focus on customer satisfaction.Proven experience in delivering Cyber Security Operations Centre (SOC) services.Expertise in working within a Managed Services Provider (MSP) environment.ITIL Service Management accreditation is highly desirable.Strong track record of incident response and management.Excellent knowledge of IT Service Management (ITSM) service delivery concepts.Able to communicate effectively at C-suite level and lead cross-functional teams.Strategic thinking with a get-up-and-go attitude to drive business growth.Ability to work in fast-paced environments with changing priorities.

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