Managed Services SDM Team Leader

As the Managed Services SDM Team Leader at UnifyCX, you will play a crucial role in leading and mentoring the Service Managers in India. Your responsibilities will include overseeing the Managed Services SDM team, providing guidance, support, and professional development to ensure high performance. You will be responsible for managing communication and engagement across the team and monitoring resource utilization to ensure an optimum balance of time on account and value add. Additionally, you will be tasked with supporting Delivery Managers in achieving Promoter NPS scores and maintaining a 40+ NPS score. Your role will involve overseeing relationships with strategic customers to ensure their needs are met and they remain loyal to the company. You will also be responsible for analyzing customer data, reviewing key performance indicators (KPIs) regularly, and identifying trends and areas for improvement. Furthermore, you will be required to report on customer success metrics to senior leadership, including key metrics such as churn rates, customer lifetime value (CLV), and Net Promoter Scores (NPS). Collaboration with cross-functional teams, including sales, product, marketing, and other departments, to align customer success initiatives with broader company goals will be an essential part of your role. The ideal candidate for this position will have 10+ years of significant proven experience in Service Management, Service Delivery, or Account Management roles, preferably within the Managed Service Provider (MSP) industry. You should have experience in managing team performance, handling service delivery managers, interacting with UK/US clients at the executive level, managing churn, and ensuring client retention. Experience in managing contractual performance of services within agreed SLAs and influencing actions to mitigate or remediate SLA breaches will be advantageous. Join UnifyCX, an emerging Global Business Process Outsourcing company, and be part of a dynamic team dedicated to providing personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. At UnifyCX, we leverage advanced AI technologies to enhance customer experience and drive operational efficiency, positioning ourselves as a trusted partner in meeting the evolving demands of a global market with agility and precision.,