Position Overview: The role holder manages the Service Delivery to one or more multi-Country/in-Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

As a Service Delivery Manager your focus will be upon:

• Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Developing strong relationships (KPI: Strong network in place)
• Working with Client Delivery Account Managers and Level 2 SDMs in managing sales cycles and same account growth initiatives
• In conjunction with Client Delivery Account Managers, developing account plans and service strategies with customers to drive enhanced margin and P&L performance
• Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
• Provides support to new business opportunities
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
• Ensures processes are in place to pro-actively protect consistent service quality
• Constantly improves the quality and inter-working of the whole virtual service team, including other Partners and suppliers
• Identifies same account growth opportunities to be converted into sales prospects

What you need to be Successful

• Experience of having successfully operated at prime customer contact level
• Service Delivery Management experience having led high quality Service Delivery to customer(s)
• Business Development/Account Management or related experience
• Ability to interact and manage multiple customers
• Proven experience of Supplier Management
• Ability to create and present dashboards and innovative process models
• Strong presentation skills with experience of presenting to Senior customer representatives
• Business unit or contract budget understanding
• Analytical and numerical ability - data driven
• Experience of working in a virtual environment
• Demonstrated ability to work collaboratively - within a matrix management environment
• Experience working across Countries and Cultures - in particular across French market
• Professional qualification in ITIL or Project Management (Prince / PMI) desirable, Lean Six Sigma certifications a plus
• Full Professional Proficiency both in French & English

What we Offer

• Competitive Salary
• Meal Allowance on Card
• Well-rounded Health and Life Insurance Packages
• Different bonuses for life events
• 25 annual leave days
• Global Career progression opportunities

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