Lead Service Delivery Manager

Customer Engagement:

• Build and maintain strong relationships with key stakeholders, acting as the primary point of contact for all delivery operations-related matters.
• Resolves customer inquiries and complaints fairly and effectively
• Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
• Recommends and implements programs to support customer needs
• Drive customer satisfaction by proactively addressing any concerns, challenges, or escalations related to project delivery & operation. To lead management of customer service improvement plans to increase customer satisfaction (NPS).
• Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints
• Interface with the customer a regular basis and conduct periodic executive service & program reviews.

Financial & Business Management:

• Develop and manage the delivery budget, ensuring that financial targets and profitability goals are achieved.
• Review, validate and approve dimensioning and optimised resource cost inputs to commercial/presales team.
• Participate in technical reviews with customer both at pre-bid & post bid stages as the approver gate.
• Analyze financial data to provide insights and recommendations for improving the efficiency and profitability of delivery operations.
• Ensure revenues are recognised & cash collected from customers on time.
• To assist in additional service & project management contract negotiation in parallel with Account Director & customer team where applicable.

Team Management

• Lead, mentor, and manage the delivery and operations team, ensuring high performance, engagement, and professional development.
• Build a collaborative team culture focused on delivering high-quality projects and exceeding customer expectations.
• Define clear Structure, roles, responsibilities, and performance metrics for team members, fostering a culture of accountability and continuous improvement.
• Own, lead and execute organization transformation strategy to align and adapt the team structure to align and support the overall OB Business & Go-To-Market strategy.

Strategy & Process Optimization:

• Design & deploy the right mix of resources to achieve both financial & performance objectives.
• Continuously assess and improve delivery processes, methodologies, and tools to increase efficiency, scalability, and customer satisfaction.
• Drive innovation within the delivery team by identifying new technologies, trends, and best practices that can enhance service delivery.
• Work closely with account managers to obtain change orders where appropriate to up/cross sell and contain scope creep.

Collaboration with Cross-Functional Teams:

• Partner with departments like sales, presales, project management, commercial, legal and other delivery functions, to ensure a seamless customer experience.