Senior Specialist – Client Success and Delivery

Senior Specialist – Client Success and Delivery Years of Experience

8-10 Years – At Least 4+ Years in a Similar Role

Bachelor's in computer science, Computer Engineering, Information Technology, Information Systems or Equivalent.

• Experience in client-facing operational management
• A proven expert in your area of specialism of support and managed service in enterprise Clients
• Have strong experience of leading service delivery and contributing to the crafting and maintaining of propositions
• Experience and ability to lead the discussions around the support and managed service requirements with the Client and shape the best-fit solutions from the company Cyber Managed Services portfolio
• Experience in ITSM processes
• Knowledge in Security, Infrastructure, Application, and Desktop Management.
• Experience creating, analyzing, and improving related KPIs
• Experience with developing and maintaining team budget
• Expertise in managing contracts, agreements, and clients
• Expertise in following and contributing to the IT Service Management policies, procedures, and guidelines
• Experience in client relationship management process

• SCRUM, Agile service delivery
• ITIL v4 Foundation
• CISM or CISSP
• Cloud Certifications
• Technology Certifications

The Senior Specialist – Client Success and Delivery has a significant role in directly applying professional soft skills with the Cyber Technology Assurance clients, to ensure that they are satisfied with the offered services.

Effectively communicate with clients to understand their needs and goals. Provide solutions and recommendations to help achieve their objectives. Act as a liaison between clients and internal teams to ensure timely and successful delivery of services.

• Accountable to manage the client IT Infrastructure and drive operations as face of IT
• Developing and nurturing client relationships at the management and as appropriate operational levels supporting the Transformation and Management team in establishing the clients as reference Accounts and supporting growth opportunities
• Support for in-life Client change requests and impact assessment for contracted Cyber Technology Assurance
• Practice agile service delivery and manage onsite resources deployment on client site and support end to end delivery and client satisfaction management
• Assist in the implementation of bespoke support services as part of the service transition to the Client and company’s support teams
• Partner with CSI to periodically review the process and identify improvement opportunities
• Define and ensure the Business Relationship and Client Success Management Processes and its policies, procedures, and guidelines are in place and conduct awareness
• Conduct periodic business reviews with clients
• Address clients’ issues/concerns in an accurate and timely manner to ensure high levels of Client Satisfaction
• Ensure that essential business requirement is understood, captured, and reflected in solution documentation
• Maintain security and confidentiality of client information
• Proactively identify business capability and service gaps and contribute to improvement efforts
• Work with the service owners and other process managers to ensure the smooth running of services
• Develop and maintain active and progressive working relationships with other teams and the clients
• Participate and influence the development of the overall sourcing strategy
• Initiate, develop, and maintain strong relationships with clients for business growth
• Act as a technology advisor to the clients and a champion for identifying, leading, and driving information technology transformation and understanding the business needs.
• Stay up to date with new and emerging technologies to support transformation and growth
• Ensure delivery of new technology solutions and capabilities per the roadmap and ensure that they meet established objectives and expectations of clients