Client Delivery Manager

2 weeks ago

South Beach, KwaZulu-Natal, South Africa Dimension Data Full time
Job Title: Client Delivery Manager

Dimension Data is seeking a highly skilled Client Delivery Manager to join our team. As a Client Delivery Manager, you will be responsible for the overall management of client contracts, ensuring client satisfaction, service delivery, and contract profitability.

Key Responsibilities:
  • Manage client relationships and ensure high-level satisfaction
  • Oversee contract management for local, small, and low to medium complexity contracts
  • Work closely with the Service Delivery Management and Vendor Management teams to identify methods for purchase and procurement
  • Engage proactively with suppliers to resolve incidents, problems, or unsatisfactory performance
  • Develop and manage an annual operating budget and work with the Commercial Team to ensure monthly and pass-through billing
  • Consult with Legal Representatives to ensure contract escalations are addressed with contract governance
  • Review proposals delivered to clients and ensure growth objectives align with Dimension Data's overall growth objectives
  • Contribute to pre-sales processes by providing information and determining the effort required to deliver
  • Collaborate with stakeholders, including the Business Review Board members, monthly service reviews, and the Steering Committee
  • Drive service delivery excellence by motivating team members and inspiring outstanding performance against Service Level Agreements
  • Negotiate and resolve contractual issues, including failure to meet contractual obligations
Requirements:
  • Ability to establish strong relationships with internal stakeholders and external clients
  • Excellent relationship-building skills
  • Strong ability in managing coordinated delivery of service
  • Excellent written and verbal communication skills
  • Strong collaboration skills
  • Ability to work well in a pressurized environment
  • Excellent client centricity
  • Excellent business acumen and commercial skills
  • Highly analytical with proven negotiation skills
  • Passionate, strong initiative, self-driven with a commitment to succeed
  • At least 8 years demonstrated ability and proven success in service delivery operations, financial analysis roles within a high technology environment, preferably with multi-national exposure
  • ITIL certification
  • Demonstrated client engagement experience at a very senior level
  • Demonstrated experience in a Managed Services and/or Support Services environment

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