Senior Client Delivery Manager

Job Summary:

We are seeking a highly skilled and experienced Senior Client Delivery Manager to join our team. The Senior Client Delivery Manager is responsible for overseeing the successful delivery of contracted services to our client, ensuring client satisfaction, financial performance and participating in the growth of the client account. This role requires exceptional client management skills, Leadership ability with a strategic mindset and a deep understanding of service and project delivery processes. The Senior Client Delivery Manager will head up a team of Service Operation Managers that are responsible for the delivery of various contracted services. As a collective this team need to ensure the seamless delivery of contracted services and projects to contribute to the overall success of our organization.

Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with key clients, acting as the main point of contact and trusted advisor for their strategic needs.
• Project Delivery: Oversee the end-to-end delivery of client projects, ensuring they are completed within scope, budget, and timelines while maintaining a high level of quality.
• Team Leadership: Provide guidance, mentorship, and support to Service Managers and project teams, ensuring they have the necessary resources and tools to deliver exceptional results.
• Financial Ownership: Managing the Client Account as an individual business to maximise the financial performance by applying principles such as cost management, cost optimisation and revenue expansion.
• Account Growth: Identify opportunities for account expansion and revenue growth within existing client account, working closely with the sales team to develop and execute account plans.
• Risk Management: Proactively identify and mitigate project and service risks, resolving issues and conflicts in a timely manner to ensure delivery.
• Performance Metrics: Define and track key performance indicators (KPIs) for client projects and services, regularly monitoring and reporting on status, profitability, and client satisfaction.
• Continuous Improvement: Identify process improvement opportunities and best practices to optimize delivery efficiency and enhance client satisfaction.
  Collaboration: Foster strong collaboration with internal stakeholders, including sales, operations, and product teams, to ensure alignment and effective communication throughout the contract lifecycle.
  

Industry / Technical Expertise : 

• Stay abreast of industry/technical trends, market conditions, and client needs to anticipate and address potential challenges or opportunities.
• Innovative thinking: Display the ability to utilise creative thought processes to generate ideas and solutions to find new methods in approaching contracted service solutions, complex tasks and processes that will change or challenge the status quo.
• Contract Management: The ability to manage the creation, execution and monitoring of the client contract to maximize the operational and financial performance of agreements while reducing risk.

Education: 

• Bachelor's degree in business, engineering, or related field ( MBA or equivalent is
  advantageous)

Experience: 

• Minimum of 10 years of experience in client delivery or account management roles,
  preferably in a similar industry or domain.
• Leadership Skills: Proven ability to lead and motivate cross-functional teams, driving collaboration, and delivering results in a fast-paced environment.
• Client Management: Demonstrated experience in managing and cultivating client relationships, with a strong focus on customer satisfaction and account growth.
• Project Management: Solid understanding of project management methodologies, tools, and techniques, with a track record of successfully delivering complex projects on time and within budget.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present information and influence stakeholders at all levels.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.
• Organizational Skills: Exceptional attention to detail and organizational skills, with the ability to manage multiple priorities and meet deadlines.
• Adaptability: Demonstrated ability to adapt to changing business needs and work effectively under pressure.

Industry Knowledge: 

• Familiarity with the IT Outsourcing industry and understanding of its unique
  challenges, trends, and competitive landscape