Job Details: Partner Success Delivery Manager
Full details of the job.
Vacancy No: VN13313
Job Title: Partner Success Delivery Manager
Office Location: Bracknell (Hybrid: 2 days office, 3 days remote)
About the Role
This is an excellent opportunity to join the IT distribution channel as a Service Delivery Manager, where you will share your passion for exceptional customer service and develop a rewarding career within a supportive and collaborative environment.
This role is ideal for candidates with prior experience in service delivery and a solid understanding of ITIL. Fluency in French is highly desirable.
As a Service Delivery Manager at Westcon Comstor, you will foster a high-performance environment, achieving and maintaining excellent customer satisfaction.
You will serve as the primary liaison for a distinguished cybersecurity vendor, ensuring a smooth service experience for partners and customers by understanding their service structure and technical landscape.
Your responsibilities include monitoring complex issues, managing escalations, working with customers and the Service team to resolve technical challenges, and overseeing case support review meetings, including identifying upsell opportunities.
We invest in our employees through comprehensive training, equipping you with the necessary technical knowledge, systems, and tools.
Your Key Responsibilities
* Participate in onboarding new partners
* Coordinate and attend service review meetings
* Manage customer expectations and experience per SLAs
* Handle escalations of help desk tickets
* Analyze performance and trends
* Identify risks and provide recommendations
* Suggest service improvements based on ITIL best practices
Qualifications / Requirements
* Strong customer relationship skills
* At least 2 years of Service Delivery experience in IT
* ITIL Foundation certification
* Knowledge of escalation procedures
* Willingness to learn about Cyber Security products and services
* Ability to communicate technical issues effectively to technical and non-technical audiences
* Resilient, able to work under pressure and meet deadlines
* Proactive and resourceful
* Diplomatic decision-making skills
* Proficient in MS Office (Word, Outlook, Excel)
Desirable skills include project management experience, SAP knowledge, and French language skills.
About Us
Join a growing global business. Westcon-Comstor is a leading IT distributor with US$4.35 billion in revenue, connecting technology vendors with distribution partners reselling software and solutions. We offer a dynamic, supportive culture with significant growth potential in our UK and Ireland operations serving the EMEA region.
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