Managed Services SDM Team Leader

Role Overview: 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 and support, managing communication and engagement, and ensuring high performance standards are met. Additionally, you will be responsible for managing resource utilization, maintaining strong relationships with strategic customers, analyzing customer data, and collaborating with cross-functional teams to drive customer success initiatives. Key Responsibilities: - Lead and mentor the Service Managers in India, providing guidance and support to ensure high performance - Manage communication and engagement across the team effectively - Monitor and manage resource utilization to ensure optimum balance of time on account and value add - Support Delivery Managers in achieving Promoter NPS scores and 40+ NPS score - Oversee relationships with strategic customers, ensuring their needs are met and they remain loyal - Analyze customer data regularly to identify trends and areas for improvement - Report on customer success metrics including churn rates, CLV, and NPS to senior leadership - Collaborate with cross-functional teams to align customer success initiatives with company goals Qualifications Required: - 10+ years of significant proven experience in Service Management, Service Delivery, or Account Management roles, preferably within the Managed Service Provider (MSP) industry - Experience in managing team performance and handling service delivery managers - Executive stakeholder interaction experience with UK/US clients - Strong background in churn management and client retention - Proficiency in managing contractual performance of services within agreed SLA and influencing action required to mitigate SLA breaches (Note: No additional details of the company were provided in the job description),