Customer Delivery Manager

Main Responsibilities

Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan

Contact for operational & tactical issues representing delivery of all services (all functions) to the customer, manages performance metrics, reporting, escalation & communication

Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans

Ability to effectively and proactively manage risk for low risk projects

Supports Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination

Contributes to account service delivery plan.

Identifies incremental revenue opportunities

Assures compliance with company and customer's Human Resources (HR), Pilot Run (PR), legal, financial, ethics and government related policies, strategies, and processes

Acts as Customer Delivery Manager (CDM) in small to medium engagements

Leads a small to medium size AST/delivery team

Works at local or regional level

Education and Experience Required:

First Level University Degree or equivalent combination of education and experience.

at least 3 years relevant industry experience (service delivery or sales or financing)

Knowledge and Skills Required:

Advanced excel skills

Excellent English Communication skills

Ability to build & manage strong customer relationship

Influence & negotiation skill

Ability to apply business management & financial concepts to analyze business needs

Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image

Ability to understand & analyze an issue or problem to implement a corrective action plan

Applies appropriate knowledge and methods to resolve business issues

Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support

Ability to proactively & effectively manage risk on low to medium risk projects

Consistently applies Quality & Continuous Improvement Plans

Ability to develop & present high impact message to customer

Industry sector knowledge (finance, manufacturing, etc.)

Crisis & conflict management