Client Delivery Manager

Functieomschrijving

Do you want to be part of a great company that has been around for many years? Do you want to make an impact on your clients' businesses and increase your career prospects? Apply for this Client Delivery Manager role!

The Client Services - Client Delivery Manager takes responsibility for the overall management of a client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts.

They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery for more than one Dimension Data GTM offering and are often complex by nature.

Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or a managed service solution.

Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

This role is the overall custodian of services provided by the Dimension Data Group. As a Client Services – Client Delivery Manager they are mandated to ensure the overall integrity of all post-sales engagements to the client(s) is achieved.

Requirements

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions Service Level Agreements and other contracts

Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options, and assisting with the decision to select the most appropriate vendor/supplier

Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance

Develop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happens

Consult the Legal Representatives within DIMENSION DATA and ensure that all contract escalations are addressed with contract governance

Review all proposals delivered to the client and ensure that growth objectives within the account are in line with DIMENSION DATA’s overall growth objectives and serve the best interest of the client

Contribute to pre-sales processes by providing information, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client

Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly service reviews with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements

Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements

Negotiates and resolves contractual issues, including failure to meet contractual obligations

Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized

Qualifications

Ability to establish strong relationships with internal stakeholders and external clients

Excellent relationship-building skills

Strong ability in managing coordinated delivery of service

Excellent written and verbal communication skills

Strong collaboration skills

Ability to work well in a pressurized environment

Excellent client centricity

Excellent business acumen and commercial skills

Highly analytical with proven negotiation skills

Passionate, strong initiative, self-driven with a commitment to succeed

At least 8 years demonstrated ability and proven success in service delivery operations, financial analysis roles within a high technology environment, preferably with multi-national exposure

ITIL certification

Demonstrated client engagement experience at a very senior level

Demonstrated experience in a Managed Services and/or Support Services environment

Requirements -