Customer Service Delivery Manager

Job description

Role Purpose Responsible for the planning, implementation, control, review, and audit of service delivery to meet customer business requirements. This includes the negotiation, implementation, and monitoring of Service Level Agreements (SLAs), as well as the ongoing management of operational facilities to ensure agreed service levels are met. The role continuously and proactively seeks to improve service delivery quality and sustainability targets. It also includes full financial management, control, and stewardship of IT assets and resources used in service delivery, ensuring compliance with all governance, legal, and regulatory requirements. Additionally, the role oversees the management and control of formal contracts between the organization and external suppliers for the provision of products and services. Key Accountabilities: - Leads service delivery to customer(s) in order to meet contracted service commitments and drive continual service improvements. - Develops and maintains strong relationships with the customer’s senior management team. - Accountable for forecasting and managing the account P&L (orders, revenue, and margin), balance sheet, and cash; may also be accounta...