Client Delivery Manager (m/w/d)
Core
Manage overall contract management, service delivery, and profitability for medium to large complex client contracts, acting as the primary interface between the client and the organization.
Role type
Senior IC Client Delivery Manager (Service Delivery)
Builds
Uptime Proactive Support Services (PSS) and related IT service delivery
Domain
IT Services / Managed Services
Required skills
contract management, service governance, incident management, change management, runbook development, stakeholder management, budget management, project management, negotiation, conflict resolution
Preferred skills
ITIL certification, PMP certification, Client Relationship Management certification
Technologies
ITIL, PMP
Responsibilities
Manage service activation and coordinate with GDC; Monitor operations performance and report on Service Delivery Reports; Manage major incidents and SLA adherence; Own RoE changes and Service First asset verification; Develop and update runbooks with network maps and IT service mappings; Facilitate resolution of technical issues with Technical Account Managers; Manage change requests and execute change orders; Support billing inquiries and disputes; Monitor client satisfaction and drive service improvement plans.
Seniority
Senior, hands-on IC
