Customer Success Delivery Manager
2 weeks ago
Job Overview
The Service Management Delivery Manager is responsible for delivering commercial services to Vodafone customers, ensuring customer satisfaction and adherence to agreed SLAs and KPIs. This includes creating commercially viable business cases, overseeing service transitions, and managing customer relationships.
Key Responsibilities
- Assists in the financial governance of the internal customer portfolio, including charging and budgeting.
- Drives and maintains the identification of business growth opportunities and creation of opportunities pipeline.
- Has full people supervisory responsibility for a team of service management / delivery professionals.
- Builds strong relations with customers, Sales and Customer Operations teams, outsourced providers, and partner organisations.
- Manages service reporting, trending, and presentation at service reviews.
- Uses best practice knowledge to manage business cases and bid management cycles.
- Receives and manages service escalations and customer improvement plans.
Requirements
- Extensive experience in service management and delivery procedures and concepts.
- Understanding of customer needs and ability to support service management and delivery procedures.
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