IT Delivery Manager

hace 7 horas


San Cristóbal de las Casas, Chiapas, México Stxnext A tiempo completo

About the Role

We are seeking a seasoned IT Delivery Manager to join our team at STX Next. As a key member of our organization, you will be responsible for ensuring the successful delivery of our services to our customers.

Key Responsibilities

  • Client Relationship
    • Ensure consistent high levels of SLA achievement and client satisfaction
    • Prepare and chair regular delivery meetings with the client and manage follow-up and improvement actions
    • Proactively monitor overall service performance
    • Obtain regular client feedback and translate 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 with our HR department to bring the best talent to our team, matching our customer's needs
    • Monitor the individual performance of the team under your responsibility, ensuring impediments to outstanding achievement are eradicated
    • Plan and conduct periodic growth reviews to ensure your team is always developing their skills
    • Based on growth reviews, 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 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 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 delivery owner being accountable to C-Suite executives


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