• The Software Services Account Delivery Manager plays a key role in building on long-term customer relationships acting, in conjunction with the Sales Account Managers, as the bridge between the client and Services Teams
• 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
• 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

Required Experience:

• Minimum of 7-10+ 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