We are seeking an experienced Customer Delivery Manager to lead and manage a large-scale support engagement for enterprise customers. This role will oversee delivery operations across multiple technologies, ensuring service excellence and compliance with agreed SLAs and KPIs. The successful candidate will be responsible for maintaining scope integrity, optimising resource allocation, and providing transparent reporting to stakeholders.
Key Responsibilities
* Engagement Management:
o Oversee end-to-end delivery of support services for Microsoft D365, Azure, Microsoft SharePoint, PowerApps, and custom .NET applications
o Ability to cross-skill and oversee Oracle, SAP, ServiceNow and Salesforce applications is a benefit
o Ensure alignment with approved scope and contractual obligations.
o Oversee and ensure alignment with approved budget and margin
* Service Performance:
o Monitor and report against SLAs and KPIs, ensuring timely resolution of incidents and service requests.
o Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
* Resource Planning:
o Ensure appropriate resourcing levels and skill coverage for all supported technologies.
o Collaborate with internal teams and vendors to maintain operational efficiency.
* Governance & Reporting:
o Provide regular performance reports and executive summaries to stakeholders.
o Conduct service reviews and ensure compliance with governance frameworks.
* Stakeholder Management:
o Act as the primary point of contact for customer escalations and strategic discussions.
o Build strong relationships with client leadership and internal delivery teams.
Required Skills & Experience
* Proven experience managing large-scale support engagements in an IT consulting environment.
* Desirable: understanding of Microsoft D365 CE, FIN/OPS, SharePoint, PowerApps, and .NET.
* Demonstrated ability to manage SLAs, KPIs, and contractual compliance.
* Expertise in resource planning and operational governance.
* Excellent communication, stakeholder management, and leadership skills.
Qualifications
* Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
* ITIL certification (preferred).
Why Join Us?
* Work on enterprise-scale projects with leading technologies.
* Be part of a collaborative and innovative team environment.
* Competitive remuneration and career growth opportunities.
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