Description
The Customer Delivery Manager (CDM) is a direct client contact position responsible for leading delivery of all high value and in-scope contracted services across all involved service delivery towers.
The CDM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination.
The CDM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to customer success plan, and identify incremental revenue opportunities.
Responsibilities:
- Lead the resolution of incidents, coordinate customer service requests, and ensure Service Level Agreements (SLA) are consistently met.
- Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence.
- Understand customer demand requirements, review supply status, and risks. Track progress with Supply Chain.
- Monitor service performance, satisfaction, and financial signals to keep accounts stable and thriving.
- Safeguard customer trust. Lead the resolution of escalations fast and effectively.
- Manage Requests for Change (RfC) lifecycle and implement changes to the contract when approved.
- Manages revenue forecasting, expense/cost targets for all service delivery requirements.
- Unlock value for the customer and the business.
- Lead value reviews with customers, showcase impact, align strategic priorities, and turn operational data/KPI into strategic advantage and customer satisfaction.
- Build account roadmap for long-term value.
- Monitor service usage, customer behavior, and delivery patterns to spot signals of unmet needs and surfacing opportunities for the sales team to pursue.
- Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.
Requirements:
- Bachelor or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically, has 4-5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
- Fluent English both written and verbal.
- Other languages knowledge would be an asset.
Personal skills and qualities:
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
- Strong collaboration, influence and negotiation skills in cross-functional teams
- Ability to manage conflict and complex situations
- Ability to apply business acumen and results driven attitude
- Comfortable to work in a remote, virtual environment
- Process and Methodology focused
Technical skills:
- Service management certifications (e.g., ITIL, Six Sigma).
- MS Office
- Reporting tools /Data management
- Analytics skills