Managed Services Client Delivery Specialist

Key responsibilities

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements SLAs
• Acts as the primary point of contact for client inquiries escalations and feedback
• Understands client business needs and objectives to tailor required services accordingly
• Ensures the successful delivery of managed services to clients meeting service level agreements SLAs and quality standards
• Collaborates with technical teams to resolve client issues and incidents promptly
• Monitors and assesses client satisfaction regularly through feedback mechanisms
• Takes proactive measures to address client concerns and continuously improve service quality
• Develops account plans and strategies to enhance client engagement and retention
• Identifies opportunities for upselling or cross-selling additional services
• Manages the implementation of new services upgrades and projects for clients
• Coordinates project timelines resources and deliverables to ensure successful outcomes
• Ensures that service delivery aligns with contractual agreements and compliance requirements
• Consults with legal team to ensure that all contract escalations are addressed with contract governance
• Monitors and reports on contract performance
• May oversee financial aspects of client accounts including budgeting and forecasting
• May manage billing and invoicing processes
• Collaborates with technical teams to ensure that client environments are stable secure and up to date
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
• Identifies and mitigates risks associated with service delivery and client relationships
• Develops contingency plans for potential disruptions
• Maintains accurate records client documentation and incident reports
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service
• Seasoned analytical mindset strong initiative self-driven with a commitment to succeed
• Seasoned understanding of managed services including infrastructure cloud security and support
• Seasoned proficiency in project management
• Excellent communication negotiation and problem-solving skills
• Excellent client centricity proven ability to manage client relationships and drive client satisfaction
• Seasoned business acumen as well as financial acumen for budgeting forecasting and billing
• Seasoned familiarity with ITIL or other IT service management frameworks
• Ability to work under pressure and has exceptional organizational skills and attention to detail
• Ability to work collaboratively with cross-functional teams
• Adaptability and a customer-focused mindset

Academic qualifications and certifications:
Bachelor's degree or equivalent qualification in Information Technology or Business or related field. Relevant ITIL certification preferred. Relevant project management certification (for example, PMP) is preferred.

• Seasoned demonstrated experience in a managed services and or support services environment
• Seasoned demonstrated experience in managed services - service delivery and client management
• Seasoned demonstrated experience in successful delivery of managed services to clients meeting service level agreements SLAs and quality standards
• Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
• Seasoned demonstrated experience in monitoring contract performance
• Seasoned demonstrated experience in managing service delivery projects for clients
• Seasoned demonstrated experience…