Dimension Data is proud to have been positioned by Gartner in the Leaders quadrant of the ‘Magic Quadrant for Communications Outsourcing and Professional Services,” where our IT services worldwide have excelled in the ability to execute and completeness of vision. Due to our accelerated growth, we are seeking a Service Delivery Manager who would target Dimension Data’s key clients with multiple services, large-volume and upside growth potential. You will represent Dimension Data as the day-to-day point of contact for the clients, focusing on ensuring client satisfaction and ease-of-use through effective and efficient operations, which includes recommending process improvements and recognizing trends to further expand business with the client. You will also serve as a Trusted Advisor to clients, and provide consultative guidance to help the clients achieve its business objectives.
Major Duties & Responsibilities:
Responsible for the operations related to all contracted services, procurement, installations and projects, client satisfaction and Professional Services and Managed Services profitability, as well as improving the operational relationship between Dimension Data and the clients through developing quality management and process improvement techniques.
Responsible for the overall operational relationship for the clients ensuring high client satisfaction. Act as an escalation point for issues that may impact client relationship in order to mitigate potential negative consequences.
Analyze data related to client’s usage of our services and recommend opportunities for process improvement with the clients as a means of expanding our business with clients.
Maintain relationships with senior leaders of the clients and oversee and advise on project administration and operations as needed to ensure client satisfaction.
Capture and communicate clients' business objectives and ensure Dimension Data exceeds their expectations.
Acting as a central point of contact internally, ensure effective operations across all procurement, professional services, and managed services through collaboration with internal stakeholders, such as the Global Service Center and the PMO.
Manage multiple aspects of the business relationship with the client including: billing under SLA’s, exception billing, service credits, change order billing, and service level changes and exceptions.
Lead Quarterly Business Reviews with the clients.
Here’s what we are looking for in candidates for this job:
Bachelor’s Degree required; Master’s Degree preferred
Work Experience Required:
7+ years of relevant experience in client advocacy/support, portfolio management, and technology operational management is required.
Business-oriented technology consulting experience/outsourcing services is strongly desired.
Global service delivery experience preferred.
Willing to travel up to 25% in the Northeast area.
Skills and Core Competencies:
Excellent business awareness and solid analytical skills
Excellent Business consulting skills
Excellent interpersonal and leadership skills
Ability to multi-task and prioritize with great attention to detail
Ability to be effective in a matrix environment
Proficient in leading team efforts
Excellent communication skills and documentation skills
Excellent client liaison and facilitation skills
Ability to originate new projects with the existing clients through understanding of client business needs
If you are looking to steer client relations in a rapidly evolving industry, don't delay, we are hiring quickly!
Dimension Data - 18 months ago
Dimension Data sizes up information technology for its clients. South Africa's largest IT services company provides consulting, managed...