Client Delivery Assistant Manager
3 days ago
**Responsibility**:
- Client Deliver Manager for Enterprise clients, with portfolio between AUD 100k - AUD 5m.
- Incident escalation point for Client
- Maintains an overall regular view of all incidents impacting the customer
- Drives the delivery of remedial actions and recommendations
- Ensures timeline and consistent delivery of all service management capabilities.
- Ensures all SLAs are met through analysis and presentation of SLA reporting.
- Initiation or contribution to CSIP’s to improve SLA performance as needed.
- Drive outcomes in service provisioning
- Manage third party vendor agreements applicable to the client as needed
- Ensures all contracted deliverables are being met
- Ensure appropriate service reporting is available to their client base
- Ensures account allocation levels are sufficient to achieve customer and financial targets.
- Drives or participates in customer engagements are to take place to communicate overall account performance and provide the client an opportunity to provide feedback.
- Drives the achievement of customer satisfaction and service excellence targets
- Manages customer escalations relating to any contracted service of deliverable.
- Actively participating in ICS wide initiatives and representing ICS in OB forums.
- Ensures partners/supplier performance through close management of contractual deliverables.
- Identifies opportunities for cost efficiency and productivity improvement
- Tracks revenue, cost and margin against forecast for each account
- Supports Project Services and project leads to ensure delivery of projects on time and on budget, and have been accepted into the operational environment
- Develops strong working relationships with all stakeholders within ICS and Optus Business to ensure Optus achieves customer outcomes.
- Ensure frequent internal stakeholder engagements to communicate relevant customer information and provide an opportunity for collaboration within virtual teams.
- Support Account Manager and/or onshore Client Delivery Manager in identifying new customer business requirements through regular client interaction, leveraging OB innovation and creativity mapping requirements to potential sales or organic growth opportunities.
**Minimum Qualification**
- Diploma/Degree in Computer Science
**Experience and Skill Requirements**
- Min 5 years of ICT Industry experience
- Min 3-5 years Client/Service delivery manager experience
- Significant and relevant business experience with multiple customers
- A track record in successfully achieving/exceeding operational goals
- The ability to work and perform in a matrix organisation structure
- Experience in effective utilisation of remote delivery capability
- Good understanding and knowledge on ITIL/ITSM basic certification (ITIL V3 or V4 fundamental)
- Ability to build & sustain strong customer relationship at the senior level
- Possess strong influence & negotiation skills
- Ability to prepare and deliver clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively
- Applies appropriate knowledge and methods to resolve complex business issues
- Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support
- Ability to develop & present high impact message to senior level management
**Job Type**: Permanent
Schedule:
- Day shift
**Education**:
- Bachelor's (required)
**Experience**:
- ICT Industry: 5 years (required)
- Service Delivery Manager: 3 years (preferred)
- MS-Excel: 1 year (preferred)
**Speak with the employer**
+91 917426041510
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