Support and Client Delivery Manager
This critical role involves driving effective processes and governance across client service. Reporting to the head of account management, your key responsibilities will include delivering and supporting critical services, enterprise applications, and tools within time, scope, and quality expectations.
Key Responsibilities:
* Develop and maintain a service strategy that meets client needs.
* Identify opportunities to improve helpdesk and support processes for enhanced efficiency and quality.
* Manage project financials, including budget forecasting and profit and loss statements for a portfolio of clients.
* Coordinate resourcing and manage activities and deliverables to achieve desired outcomes.
* Oversee contract operations and financial performance, ensuring services meet client and supplier contract obligations within SLAs and driving ongoing service optimization.
* Collaborate with product managers to define product vision and enterprise architects to ensure alignment with technical and business strategies.
* Organize and equip teams to support business goals, identifying gaps and building plans accordingly.
* Support sales teams in developing product specifications and quote activities.
* Maintain strong client relationships, enhance client satisfaction, and align service strategies with client needs.
Requirements:
* 5+ years of experience in a similar role.
* Release management and build experience, understanding complex software delivery impacts in production environments.
* Experience in enterprise software implementations, business management, IT, systems integration consulting, and design.
* Proven ability to prioritize work effectively and make release content decisions, considering client impacts and needs.
* Strong understanding of client support processes, tools, and metrics, with a commitment to success.
* Ability to lead, inspire, and develop high-performing teams.
* Excellent interpersonal and communication skills, capable of building relationships and influencing stakeholders at all levels.