How you’ll make a difference
In this role you will be obsessed with client success and advocacy.
The Client Service Delivery Manager is responsible for maintaining strong client and stakeholder relationships and improving service delivery to our clients to maintain high levels of satisfaction.
It embraces both administrative and technical roles in bridging the gap between teams across illion to resolve challenges experienced by clients in a timely manner.
The role is responsible for fostering strong relationships with clients, regularly communicating and reporting on service levels and service impacting events. It takes ownership of incidents, issues and problems for all client facing related actions coordinating with parties involved in the restoration and resolution activities.
Reporting to the Manager – Client Services this role provides subject matter expertise on the appropriate practices required to continually improve and grow our organisational maturity as we strive to consistently deliver exceptional client experiences in business-as-usual operations.
It requires a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services.
With everyone working together we will uplift our effectiveness as an organisation for both our people and our clients.
The value-add things you’ll be doing
- Establishing and maintaining strong relationships with key client stakeholders.
- Understanding client needs and expectations to ensure service delivery aligns with their requirements.
- Facilitating effective communication and collaboration among stakeholders to ensure timely and accurate communication with clients.
- Ensuring that all client communication channels are optimised and functioning well.
- Monitoring and managing service delivery performance against SLAs and KPIs.
- Identifying areas for improvement and implementing initiatives to enhance service quality and efficiency.
- Ensuring timely resolution of client issues and escalations, maintaining high levels of client satisfaction.
- Continuously evaluating support processes and procedures to identify opportunities for optimisation.
- Implementing best practices and standard operating procedures to streamline service delivery.
- Driving initiatives for automation and efficiency enhancement within the support function.
- Preparing and presenting monthly reports on support performance, highlighting key metrics and trends.
- Conducting in-depth analysis of support data to identify root causes of issues and opportunities for improvement.
- Acting with a sense of professionalism and urgency to continuously advance services towards optimum delivery and grow client confidence and satisfaction in the illion brand and capabilities.
- Developing and maintaining a positive service delivery culture built around robust processes, procedures, policies, governance, etc. championing continuous improvement initiatives across the team to regularly refine processes, methods, and practices.
- Collaborating with other departments such as product development, sales, and delivery to ensure alignment of support services with overall business objectives.
- Acting as a liaison between support and other departments to facilitate communication and problem-solving.
