Senior Service Delivery Manager

About the job

• Serve as the main contact for all customer communication.
• Collaborate with the Pricing Specialist to ensure timely pricing requests.
• Coordinate large global bids according to agree upon service level agreements (SLAs)
• Monitor and address any concerns regarding key performance indicators (KPIs) and SLAs
• Assist Account Directors in managing account administration tasks.
• Ensure timely delivery of tracking and business reports to customers.
• Collaborate with customers and vendors to address any process issues or concerns.
• Attend regular update calls/meetings with Account Directors as necessary.
• Maintain ongoing relationships with customers through email, telephone, or face-to-face interactions.
• Provide proactive performance reports to customers.
• Utilize workflow reports to analyze customer activity trends, assess resource requirements, and identify automation opportunities.
• Work with project managers and subject matter experts to design and implement new initiatives and programs for customers.

Job Requirements:

• 1-2 years of prior/similar experience, preferably within the IT/tech space
• Possess strong communications and customer service skills