ABOUT THE JOB
The Customer Deliver Leader (CDL) is the single point-of-contact and accountability for a sold Run service to the account and to delivery. The CDL works across delivery teams to be the single service owner responsible for meeting service contractual SLA. For large clients you will work as a part of a team of CDL's focus on specific sold services. For smaller clients you may cover one or all of the services. Your key interfaces are Project Services, Engineering, Delivery Leads and the AM/CM.
KEY RESPONSIBILITIES
Leadership & Meeting Cadence
- Assists the AM/CM in providing information for Account Reviews on their represented Service
- Leads Joint Account – Delivery Review & Participates with the AM/CM on Client Reviews when requested by the AM.
- Attends the Daily Operations Review Meeting (DORM) which is led by the Service Management Account Service Delivery Manager
- Runs a regular review with the Delivery Leads - ensuring Delivery Leads report the activities and availability results.
- Provides leadership to the delivery lead on contractual services requirements. − Reports the results of the Continual Service Improvement Planner (CSI) to the AM/CM - highlighting requests for revenue-generating improvements to the customers infrastructure to enable the meeting of contractual agreements
- Assists the AM/CM in providing information for Account Reviews on their represented service
- Plays a key part in Account Governance, ensures he/she is invited to meetings where service offering objectives and reporting methods are agreed and communicated − Acts as the principal contact for operational and tactical issues representing delivery of services to the customer
Financial Management
- Cost Management: ensuring YOY cost reductions as agreed during deal review
- Reviewing resource planning & labor tracking in conjunction with the Delivery Managers
- Managing cost of delivery within Scope for designated customer services
- Identifying, documenting and proposing cost reduction opportunities
- Support implementation of productivity programs such as LEAN, Automation.
- Support central footprint via delivery consolidation
Continual Service Improvement Planning
- Reports the results of the Continual Service Improvement Planner to the AM/CM - highlighting requests for revenue-generating improvements to the customers infrastructure to enable the meeting of contractual agreements
Service Level Management
- Is accountable to meet Run-related SLAs
- Works with the Delivery Leads to analyze actual service status (performance, availability, stability, etc.) against SLA, identifies gaps and formulates and ensures implementation of corrective action plans
- Maintains all Run-related risk documentation and ensures SLA and Contractual agreements are communicated to the delivery team
Operations Management
- Ensures the delivery teams and delivery leads have the information they need to run operations optimally,
- including insight into Key Production Environments & Service Level Agreements Overall accountability to
- ensure SLAs and KPEs are well-maintained and accurate in the relevant CMDBs
- Participates in the Daily Operations Meeting to ensure services are running and communicating RTOPs and
- outages clearly to the delivery leads providing support to your service
- Reviews with the Delivery leads that all operational tooling and automation is enabled and has the right levels of penetration to maximize efficiency and minimize risk
Incident / Critical Incident Management (INCM / CIM)
- Attends P1 RTOP and Alpha RTOP calls to ensure you provide the delivery leadership required to bring serious outages to a swift conclusion within the contractually agreed targets on both incident resolution times and availability targets
- Leads critical incidents resolution across service. Single point of accountability for RUN services in the Critical Incident Handling Process.
- Attends RUN Daily RTOP Review when RTOP's engaged for your account
CANDIDATE MUST HAVE
- Degree in Communication/ IT/Computer Science/Engineering or equivalent
- ITIL Certification
WE VALUE
- At least 10 years IT experience in management within a largescale
- technology environment.
- Strong troubleshooting, problem-solving, and leadership skills.
- Additional Certificate is advantageous (Execution Time Constraint Deliverable, Professional Presentation, IP Network Strategy and Implementation, Leadership)
LOCATION
