Senior Service Delivery Manager
Core
Manage renewal of Premium Support contracts and oversee service delivery for Premier/Premier+ customers in the JP/APAC region, ensuring SLA adherence and driving business growth.
Role type
Senior Service Delivery Manager (Customer Support)
Builds
Renewed support contracts and sustained service delivery for enterprise customers
Domain
Enterprise AI / Process Mining / IT Customer Support
Deliverable
client delivery
Required skills
contract management, SLA/KPI management, escalation handling, stakeholder partnership, process improvement, crisis triage, technical writing, analytical skills
Preferred skills
ITIL Best Practice, Agile project management, quality management
Technologies
Celonis Platform, Premier/Premier+ Support products
Responsibilities
Manage one or more customers from JP/APAC region who have purchased Premier and Premier+ Support; Ensure a regular cadence of meetings with customer to review and drive the business; Point of escalation for the customer; Assure SLA adherence on KPIs agreed in the Premier and Premier+ Support contract and Support OLAs; Foster a strong partnership between different Celonis Support teams and stakeholders in other regions and Lines of Businesses; Partner with regional and global peers to ensure consistency and coordination of resources; Work during Business hours of assigned customers from JP/APAC region, participating in 24by7 On-call Duty SDM activities.
Seniority
Senior, hands-on IC with leadership responsibilities