Service Delivery Manager
2 weeks ago
The Client Services Manager plays a pivotal role in fostering strong relationships between MEEZA QSTP and its clients, ensuring seamless interactions that drive customer satisfaction. This position requires a unique blend of technical expertise, business acumen, and customer-centric approach to meet client expectations.
Responsibilities- Strategic Planning: Collaborate with cross-functional teams to develop and implement departmental strategies, goals, and plans.
- Culture Development: Foster a collaborative environment within the department, encouraging open communication and feedback sharing across functional areas.
- Inter-Departmental Alignment: Organize regular meetings to ensure alignment of objectives and facilitate smooth communication regarding client projects and expectations.
- Operational Management: Manage day-to-day activities, recommend improvements, and ensure proper documentation and implementation of policies and procedures.
- Budget Development: Assist in creating the annual budget, including financial and staff requirements for the department.
- Talent Development: Provide coaching, guidance, and support to employees, ensuring knowledge transfer and performance improvement.
- Client Facilitation: Coordinate internal technical professionals to achieve client satisfaction and operational excellence.
- Relationship Building: Develop and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
- Proactive Engagement: Engage with clients to understand evolving business needs, aligning MEEZA's services to deliver proactive solutions.
- Continuous Improvement: Create and utilize client satisfaction metrics, driving continuous improvement in service delivery and sharing insights with relevant departments.
- Commercial Advocacy: Champion client engagements, nurturing long-term value creation and revenue growth.
- Client Voice Amplification: Ensure client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
- Collaboration: Work with cross-functional teams to ensure timely delivery of client projects and resolve technical or operational issues.
- Opportunity Identification: Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
- KPI Monitoring: Develop and monitor key performance indicators to measure team performance and make recommendations for improvement.
- Service Delivery Monitoring: Track incidents, requests, and changes to services to ensure they meet agreed-upon service levels.
- Incident Management: Coordinate incident management and problem resolution activities, ensuring timely escalation and resolution.
- Supplier Management: Support external supplier management processes for partners/vendors/suppliers engaged on named accounts.
- Single Point of Contact: Act as a single point of contact for the delivery process for IT service solutions on named accounts.
- Reporting: Publish regular reports/management information on service performance status.
- Technology Advancement: Stay up-to-date with industry trends and emerging technologies to ensure MEEZA's offerings remain competitive and innovative.
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