The Software Services Account Delivery Manager will,

• Co-ordinate delivery of services ensuring they are delivered in line with contractual obligations and Service Levels via appropriately skilled and managed staff, and relevant processes so that business disruption due to service outages is minimized
• Is the primary interface with the Sales Department and the Service Delivery Operations for all services attached to Software services contracts obligations
• Handle all operational matters, quality performance and change management for software services contracts

Responsibilities:

• Drive and demonstrate quality and performance of Service Delivery Management within assigned accounts for software services contracts
• Work closely with Level 1, Level 2, Global Delivery Centers and 3rd Party Suppliers to ensure they are aware of and are fulfilling their Service Delivery responsibilities
• Monitor service performance metrics in line with agreed processes and measures, complete data analysis, collect and assess delivery feedback
• Deliver operational Service Levels, liaises with customers on Service Level Agreements and be a point of escalation internally and externally for delivery issues
• Lead change management initiatives to iterate and improve service offerings, respond positively to customer new business needs
• Ensure senior stakeholder requirements & perceptions are successfully managed and escalations are appropriate and timely handled

• Define new delivery processes, mature them by collaborating with delivery teams and scale them to drive efficiencies through automation

Desired Experience

• Minimum of 10+ years professional experience with at least 5 years of proven success in customer/ delivery operations role with Software Services Delivery
• Strong passion for customer service and excellence, as well as a keen attention to detail and meticulous planning and execution
• Experience leading change management governance process
• Creativity in discovering actionable results and ability to succeed in a collaborative, fast-paced, global environment
• Working knowledge of pre-sales and post sales process
• Effective interpersonal and relationship-building skills
• Strong written and verbal communication skills, ability to clearly communicate with individuals from a variety of countries and backgrounds.
• Possess the ability to communicate effectively and tactfully with other team members and customers wherever required.
• Possess excellent organizational & interpersonal skills with the ability to multi-tasking.
• Organized and methodical approach, analytical skills
• You will ideally hold both a PMI/ PMP or Prince 2 and ITSM/ ITIL certification
• Proficiency in MS Excel, Word, Outlook