Service Delivery Manager

Title

Service Delivery Manager

Job Description

JOB PURPOSE

To manage the end-to-end customer lifecycle, ensuring optimal service satisfaction through the delivery of consistent and value added services / solutions to retain current customers, and to do so in a cost effective manner to contribute toward account profitability.

KEY RESPONSIBILITIES:

• Conduct Ongoing Customer Lifecycle and Relationship Management
• Ensure Customer Service Satisfaction
• Continuously monitor customer Service delivery and proactively realign
• Control costs and maximise service/solution profitability
• Build and retain strong and scalable inter-personal relationships with clients, and internal parties;
• Assist with customer information sessions creating engaged customers and facilitate organic growth;
• Taking ownership of customers issues and following problems through to resolution;
• Provide continuous, professional, accurate and consistent feedback to clients;
• Schedule, prepare and present monthly review meeting;
• Ensure clear understanding and interpretation of detail in reporting to ensure accurate reporting;
• Conduct quarterly customer surveys and highlight/escal...