Client Success Delivery Manager
What you’ll do:
This is an exciting opportunity for an experienced Client/Customer Success Delivery Manager to join the UK Delivery Centre as a primary delivery lead. The Client Success Delivery Manager at Avanade plays a crucial role in ensuring the highest level of customer satisfaction through effective service delivery.
In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.
Building and maintaining strong customer relationships will be at the heart of your role. You will act as a trusted advisor to our clients, understanding their business needs and objectives, and providing tailored solutions to help them achieve their goals. Your ability to foster and nurture these relationships will be crucial in driving customer satisfaction and long-term success.
Experience collaborating closely with development and testing teams in a continuous integration methodology to successfully bring additional service components into production and ensure their ongoing commercial success, is essential.
The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facing role such as Service Delivery Management, Customer Success or Account Management.
By joining the UK Delivery Centre, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services & solutions.
We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude. We promise to invest in you and help give you the platform for continuous learning and development. Come Join Us.
Skills and experience :
We are looking for the following experience profile:
·Proven track record in operational and service management, with prior experience in Service Management as a key member of the support function for a consulting or IT services provider.
·Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions within their organisation.
·Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating, with the ability to present confidently to both large and small audiences, including C-Level Executives.
·Strong multi-tasking skills and the ability to thrive in a dynamic environment with constant change, addressing emerging challenges effectively.
·Proven capability to innovate and drive service improvement roadmaps.
·Excellent interpersonal and communication skills, including proficiency in written and presentation skills.
·Experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience.
·Demonstrable experience in the following:
1. Customer SuccessTechnical account managementService DeliveryProject managementInfluencing senior-level leaders
The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facing role such as Service Delivery Management, Customer Success or Account Management & Project Management.
Relevant professional certifications e.g.
oInformation Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
oProject Management Institute (PMI) or equivalent certification.
oProsci or equivalent Change Management certification
oCertification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
1.Service Delivery Management:
·Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.
·Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.
·Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.
·Develop and implement service improvement plans to enhance service quality and efficiency.
·Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.
·Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment.
·Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.
2.Client Success Management:
·Build and maintain strong relationships with clients, acting as their primary point of contact.
·Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals.
·Monitor client satisfaction and proactively address any concerns or issues.
·Conduct regular Reviews with clients to review their progress and address any needs or challenges.
·Identify opportunities for upselling and cross-selling additional services or products to clients.
3.Client Success Account Management:
·Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction.
·Collaborate with clients to develop strategic plans that align with their business objectives.
·Provide customers with regular service analysis and develop ideas for service improvements.
·Ensure effective communication with clients to manage expectations and demonstrate value.
4.Reporting and Analysis:
·Prepare and present regular reports on service delivery performance and customer satisfaction metrics.
·Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.
5.Collaboration and Communication:
·Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.
·Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.
Some of the best things about working at Avanade
2. Opportunity to work for Microsoft’s Global Alliance Partner of the Year, with exceptional development and training (minimum 80 hours per year for training and paid certifications)
3. Real-time access to technical and skilled resources globally
4. Dedicated career advisor to encourage your growth
5. Engaged and helpful coworkers genuinely interested in you
Find out more about some of our benefits Employee Benefits at Avanade | Avanade