Summary Of The Job
The Service Delivery Manager will be responsible for managing all services delivered to a large, US-based retail customer; leading the client relationship to the users of these services. The Service Delivery Manager will be fully accountable for delivery performance, customer satisfaction, client revenue and seeking incremental service business with the account.
Given the location of the end customer and size/complexity of the service, this role will be delivered to the end customer on a dedicated basis. The role will also need to operate during core USA hours (Eastern Time), i.e. 9AM-5PM ET, Monday-Friday excluding Indian public holidays.
Key Responsibilities
- To lead the delivery of all services to the client/s to ensure high levels of performance (including management of dedicated resources, any sub-contractors and matrix management of in-house delivery teams)
- To manage the resolution of any customer/s specific service delivery issues, through leading the design and implementation of specific get well plans
- To work with the Service Transition Lead and appropriate operational stakeholders to set-up all new services for the customer/s, including service transition, commercial/contractual arrangements, third-party engagement, etc. To ensure that any change is introduced into the service in a properly controlled manner and is adequately documented
- To ensure the production of accurate and timely management information/reporting to demonstrate delivery performance to nominated customer/s and to ensure effective management of performance levels (including sub- contractors performance)
- To identify opportunities for productivity and service delivery improvements, cost reduction and additional revenue recovery. To manage the implementation of programmes to fully realise these opportunities
- To act as an escalation manager for the client/s for serious /major service delivery performance issues
- To personally ensure all chargeable billing is completed and agreed with the client on a timely basis. To minimise Days Sales Outstanding (DSO) for service provision for the account/s
- To ensure the highest levels of customer satisfaction for services delivered by PMC delivered
- To build and maintain strong, honest & trusted relationships with allocated customer contacts and internal stakeholders
- To identify and drive the implementation of potential service improvement initiatives, particularly focusing around initiatives which can improve service quality and customer/end user experience.
- To identify and drive the implementation of initiatives which improve the efficiency of the service, particularly focusing on process simplification and automation
- To achieve the position of a high quality service partner for nominated customer/s in order to assist with positioning PMC as a key long-term services business partner
- As required, to support new business sales campaigns with the client/s and highlight potential opportunities
- To actively seek out customer, market and competitor intelligence in order to position PMC
- consistently as the services supplier of choice
- To participate in the appropriate forums and events in order to raise the profile of PMC for its service provision
- To lead, manage, coach and mentor all human resources dedicated to the client to ensure high levels
- of performance and to assist the development of new talent within the Company for the future
- To monitor performance against targets on a regular basis; taking remedial action as necessary
- Act as a Duty Manager providing out of hours escalation on internal and client related issues, working alternative weeks as a maximum
- To complete ad hoc duties and tasks allocated through line management chain from time to time
- Reports to the Head of Service Delivery
