Client Delivery Manager

**Description**

The Client Delivery Manager takes responsibility for the overall management of a client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small, and low to medium complexity contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts. These clients require service delivery for more than one Dimension Data GTM offering and are often complex by nature.

The CDM would be responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or a managed service solution. The incumbent should be strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

This role is the overall custodian of services provided by the Dimension Data Group. As a Client Services - Client Delivery Manager they are mandated to ensure the overall integrity of all post sales engagements to the client(s) is achieved.

**Key Roles and Responsibilities**
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
- Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options, and assisting with the decision to select the most appropriate vendor/supplier
- Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance
- Develop and manage an annual operational budget and work with the Commercial Team, ensure that monthly and pass-through billing happens
- Consult the Legal Representatives within Dimension Data and ensure that all contract escalations are addressed with contract governance
- Review all proposals delivered to the client and ensure that growth objectives within the account are in line with Dimension Data’s overall growth objectives and serve the best interest of the client
- Contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
- Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly service reviews with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements
- Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
- Negotiates and resolves contractual issues, including failure to meet contractual obligations
- Partner with the organisation to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilised

**Academic Qualifications and Certifications**
- ITIL certification

**Required Experience**
- 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
- Demonstrated client engagement experience at a very senior level
- Demonstrated experience in a Managed Services and/or Support Services environment

**Knowledge, Skills, and Attributes**
- 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 pressurised environment
- Excellent client centricity
- Excellent business acumen and commercial skills
- Highly analytical with proven negotiation skills
- Passionate, strong initiative, self-driven with commitment to succeed