Regional Service Delivery Manager
Job Purpose :
The Regional Service Delivery Manager is a customer-facing role responsible for operational service delivery of one or more assigned customer accounts.
This is a leadership role in the account delivery structure and entails leading a virtual team across multiple countries, organizations and business units in order to provide seamless service to the customer.
This role is also expected to actively support the engagement teams in the renewal process of existing accounts and participate in pre-
engagement activities of new deals as part of RFP support requirements from service delivery perspectives.
The RSDM will own, drive and manage all account activities to a steady state to achieve the desired business outcomes and realized an optimized state.
6 broad areas of focus for this role :
a) Guiding and monitoring of the relationship between the Customer, the Supplier and Third Party Service Providers
b) Reviewing project and service level performance and operational activities
c) Provide strategy for the continuous improvement of services to the Customer
d) Actively support and provide leadership, when necessary, in all accounts pre-engagements, transition and operational
activities to the extent of driving and effectively managing to the desired business outcomes and objectives
e) Undertake additional responsibility and deliverables as assigned by the department head from time to time
Duties & Responsibilities :
a) Operational management level customer relationship / satisfaction.
b) Resolving disputes as necessary and issues relating to the effectiveness of the relationship
c) Reviewing key initiatives
d) Reviewing financials implications of major changes and matters including billing and financial discrepancies
e) Regular customer reviews
f) Operational planning / execution, documenting and ensuring compliance with policy, standards and directions
g) Reviewing and recommending contract changes as necessary
a) Meet SLA performance, in a way that is seamless to the customer
b) Meet financial (cost of delivery) plan
c) Meet deal Plan of Record (transformation plan)
d) Handle operational change requests, projects
e) Manage escalations
f) Provide direction on priorities within the account, where there is conflict
g) Reviewing operational risk management / .risk register
h) Regular reporting on operational SLA performance, planned changes, post incident updates, its risk and mitigation
including service exceptions and tabling improvements initiatives.
a) Work in collaboration with Business Management Team to identify and follow-up on opportunities (increase revenue over
contracted suite of services, improvement)
b) Support deal teams in pursuits and transitions
and how they work together