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Delivery Manager

hace 3 meses

Mérida, Yucatán, México STX Next Sp z.o.o A tiempo completo

Hi there
We are the biggest European Python Powerhouse with over 18 years of experience, and deep commitment to Agile principles. Join a group of 500+ professionals dedicated to helping customers build outstanding products.

Are you the NEXT one?:

Job description:

The challenge


At STX Next we are all proud of the quality of the services we deliver to our customers which comes from our battle-tested software development practices.

The spirit of craftsmanship within us makes us keep improving our high standards which our clients value a lot. To achieve that, STX Next uses its powers to grow the business, the people and themselves constantly.


In order to continue our success story, we are currently looking for a seasoned IT Service Delivery Manager who will be responsible for E2E Operations in his/her portfolio of customers.

This is a Customer facing role, with high internal exposure.

Therefore to be successful in this role, you must have a natural passion for Customer satisfaction and you should be outstanding at building long-term relationships.


A day in the life of a Service Delivery Manager

You will be responsible for the three areas:

Client Relationship

  • Ensure consistent high levels of SLA achievement and client satisfaction
  • Prepare and chair regular service delivery meetings with the client and manage follow up and improvement actions
  • Proactively monitor overall service performance
  • Obtain regular client feedback translating it into concrete improvement actions
  • Cowork with the internal Customer Success Management team to build strong bonds with key client stakeholders
  • Manage all layers of customer communication
  • Look for business growth opportunities within the existing customer base

Leadership & Talent Management

  • Coordinate together with our HR department the hiring pipeline in order to bring the best talent to our team, matching our customer ́s needs.
  • Monitor the individual performance of the team under your responsibility, making sure that impediments to outstanding achievement are eradicated.
  • Plan and Conduct periodic Growth reviews aiming to ensure your team is always developing their skills.
  • Based on the Growth ́s reviews outcome, plan and agree on promotions, salary increases and rotations within the team.

Revenue & Margin Management

  • Assist in ensuring a deep understanding of contracted year on year customer revenue and the appropriate internal reporting and financial reviews
  • Review and approve customer invoices
  • Follow up and support the Account Manager in resolving any client billing disputes
  • Ensure top levels of customer satisfaction
  • Support of Pre-Sales and Up-Selling initiatives
  • Cooperate with different internal departments to ensure appropriate sales and marketing strategies are created

Requirements:

  • At least 7+ years of experience in IT (software development) and strong experience in IT service and/or experience working directly as a service delivery owner being accountable to C Suite executives.
  • Deep understanding of how customer expectations, feedback and escalations should be handled;
  • Proven track record in delivering multiple highquality IT services from startups to largesized clients;
  • Solid background in IT business management (previous experience being directly responsible for budget, revenue, margin, efficiency, etc);
  • Genuine passion for getting Customer satisfaction at top levels;
  • Strong communication and negotiation skills at both technical and business level.
  • Previous experience working with international and dispersed teams.
  • Excellent English both in writing and speaking (min. C1)
  • Availability to travel
  • Valid USA VISA (excl.)
  • Extreme ownership mindset and "hold my beer" approach.

Extra points if you have:

Previous experience (hands-on) in technical roles, such as web developer;
Previous experience as Product Owner and/or Scrum Maste

Benefits:

Leader's support:

  • Conferences', internal trainings' and permanent meetups' speakers join the STX Next crew and work with true enthusiasts and professionals
    Technology focus:
  • Python and JavaScript are not our only strengths, we are also very good at React Native, IoT, Machine Learning, DevOps and Blockchain

Growth review:

  • Junior, Regular or Senior? Every half a year we have a chance to discuss acquired skills and prepare a development plan for upcoming months

Workation:

  • Team trips where you have a chance as a team not only to work together, but also integrate f2f

Management Bonus:

  • Yearly bonus option available