Account Service Delivery Manager

☞ Safeguard Global

View: 104

Update day: 11-06-2024

Location: Sandbach North West

Category: IT - Software

Industry: Staffing Recruiting Human Resources Management Consulting

Position: Mid-Senior level

Job type: Full-time

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Job content

An exciting opportunity with Safeguard Global has arisen for a Service Delivery Manager (SDM) within the Global Employment Outsourcing team. The SDM is similar to a senior account manager and plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. Day to day responsibilities: Build and manage relationships with key clients and internal stakeholders Build client loyalty by demonstrating accountability, trustworthiness, proactivity, and consistent delivery of services according to the Safeguard Global contractual commitment Work with AM and clients to Identify and execute on account growth opportunities Develop action plans to continuously monitor and improve client satisfaction and to gain / maintain client reference support Adherence to responsibilities within the company Client Engagement Model Monitor and manage operational escalations to a successful resolution Drive contract and commercial management for assigned clients Manage, support, and collaborate on the implementation and ongoing delivery of the total contract commitment Drive actions to retain existing business Identify business expansion opportunities and coordinate the provision of new services to client Timely and accurate reporting of accounts financial performance and commercial status to all relevant stakeholders Ongoing costs review with Operations Partners with key operations stakeholders to ensure service delivery aligns with service level agreement (SLA) requirements Ongoing management of the client governance model and review meetings to include Monthly Performance Reviews, Quarterly Review Meetings and Annual Planning Meetings Track and monitor change requests Approve escalation and incident reports and deliver them to the client The successful candidate will have: 3 – 5 years of experience in Direct Client Engagement within a Relationship Management or Senior Account Management role Proven experience in influencing and driving successful outcomes for clients Experience resolving high level escalations Strong communication skills (oral and written) Ability to effectively engage and establish relationships at all levels of a client organization Ability to work well under pressure in a fast paced environment, always ensuring strong organizational skills
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Deadline: 26-07-2024

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