Drive Client Success
Job Description
The Customer Delivery Lead plays a pivotal role in the successful delivery of IT services and solutions to clients.
Key Responsibilities:
* Lead end-to-end delivery of IT services and projects for assigned clients.
* Act as primary liaison between the organization and client stakeholders.
* Manage project timelines, resources, risks, and budgets.
* Drive continuous improvement and innovation in service delivery.
* Collaborate with internal teams including technical, sales, and support functions.
* Provide regular reporting and updates to clients and internal leadership.
* Identify opportunities for account growth and service enhancement.
Customer Relationship Management
* Build and maintain strong, long-term customer relationships.
* Develop and manage governance structures ensuring proper processes and procedures.
* Act as primary contact for inquiries, escalations, and change requests.
Continuous Improvement
* Identify opportunities for improving delivery processes and implement changes.
* Stay updated with industry trends and best practices incorporating them into the delivery strategy.
Technical Competencies
* Communication: Clear conveyance of information and management of stakeholder expectations.
* Problem-Solving: Strong analytical skills for identifying and resolving issues.
* Service Level Management: Expertise in defining, monitoring, and managing SLAs.
* ITIL Framework: ITIL Foundation certificate mandatory.
The ideal candidate will have a strong background in Customer Engagement with experience in IT Service Management, Project Management, People management, and a passion for Delivery excellence.