Service Operations Manager

Service Operations Manager

Dimension Data

Capellen, Luxembourg

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The Client Delivery Manager takes responsibility for the overall management of a client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts. These clients require service delivery for more than one Dimension Data Business Units and are often complex by nature and are typically across multiple sites or for multiple Dimension Data service offerings.

What you'll be doing

Stakeholder engagement

  • Internal: Commercial, Legal, Support Services, Managed Services;
  • External: Vendors, Clients.

Value Chain Linkage

  • Managed Services;
  • Support Services.

Skills and attributes

Relationship Management

Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

Customer Service Support

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of request able and supported services is complete and current.

Contract management

Negotiates and resolves contractual issues, including failure to meet contractual obligations. Promotes change control processes and leads variation negotiations when necessary. Champions continuous improvement programmes, jointly developing strategies and incentives to enhance performance. Undertakes comprehensive financial evaluations. Ensures non-discriminatory behaviour and legal compliance. Ensures that lessons learned from reviews are documented and promoted with all stakeholders. Develops broad industry/ category credentials as ‘best practice’ champion.

Service level management

Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

Availability Management

Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects. Negotiates variations and seeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.

Supplier Management

Collects supplier performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Validates that suppliers' performance is in accordance with contract terms. Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance. Implements supplier management-related service improvement initiatives and programmes.

Resourcing

Implements resource plans, including conducting recruitment interviews. Facilitates selection, assessment and on-boarding processes, and internal resource allocation. Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes of good practice.

Work Outputs

Establish and develop relationships

Client Delivery Managers establish strong relationships with the client and Business Unit stakeholders and they have excellent relationship building skills. They agree points of interaction and escalation with the client, ensuring the continuous delivery of the service according to the Service Level Agreement and contractual terms. They collaborate with other Dimension Data employees including Client Managers, Account Managers, Project Mangers and delivery teams to create and develop full client contract plans that will form the basis of service delivery. In so doing, they assist with the preparation and evaluation of Service Level Agreements. They analyse client satisfaction survey results and ensure that the information is used to enhance service delivery in line with client expectations and drive continual service improvement.

Manage execution of contracts

Individuals in this role are responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and contracts. They require strong ability in managing co-ordinated delivery of service.

Working with other Service Delivery Managers they take joint responsibility for bottom line delivery within a client account. To achieve service delivery, they need to ensure that the right employees, equipment, and products are deployed and available and that the service delivery meets the quality requirements agreed with the client. This includes joint decision making on recruitment decisions, client discounts, contractual negotiations, penalties and rebates and training budgets.

Client Delivery Managers ensure that regular service audits in line with client and contract requirements are planned, communicated, initiated and completed within their allocated accounts. They are responsible for ensuring that the service definitions and Service Level Agreements stay up to date with the client needs, through applying contract change management, risk, and financial management. They resolve problems and issues escalated by delivery staff and act as the point of escalation for the client.

Supplier/vendor contracts

The Client Delivery Manager works closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier. They contribute to the negotiation of contracts, targets and terms and conditions and ensure that the vendor contract is setup in the relevant systems. They are required to assist with the transition of a service to a new supplier and will establish the required contracts and the relationships in collaboration with the Service Delivery Manager. They will assist with the renewal or termination of contracts.

Budget management and profitability analysis

They are required to develop and manage an annual operational budget and working with the Commercial team, ensure that monthly and pass through billing happens. Client Delivery Managers perform an annual total cost of ownership study on contracts and provide feedback to the client. Client Delivery Managers are responsible for working with the commercial team to determine and effect the annual CPI increase applicable to the contract.

Legal compliance and governance

They consult the Legal representatives within Dimension Data and ensure that all contract escalations are addressed with contract governance. They ensure compliance to contract governance issues as negotiated by the Legal Contract team and that practices are in line with the Dimension Data model. They ensure that the client risk register is managed and client processes requiring compliance is adhered to by their on-site teams.

Upselling of contract

Client Delivery Managers, in collaboration with the Sales and Commercial teams, review all proposals delivered to the client and ensure that growth objectives within the account are in line with Dimension Data’s overall growth objectives and serve the best interest of the client. They use their close relationship with the client to identify opportunities to up sell services and to track other opportunities that may emerge. They assist with tracking the type and number of tickets opened by the client and uses this information to identify the relevance of the contracted services and opportunities for the application of new services. They may be required to revise the lifecycles of products and vendor services.

They facilitate the contract roll up process and ensure the implementation of projects that align the client’s strategy with the Dimension Data service offering. Service Account Plans are developed and shared with the client as well as the internal stakeholders.

Contribute to pre-sales

Their knowledge of the client environment enables them to contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client. They collaborate with Account Managers to ensure that opportunities are captured. They participate in the analysis of contract renewals with existing clients and assist with ensuring the quality of contract data for new and existing clients.

Produce and use reports

The Client Delivery Manager is required to collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements. They plan, co-ordinate and facilitate the Business Review Board meetings. They produce and use reports necessary to manage the process and maintain the expected levels of service, including Balanced Scorecard. He/she manages and reports on the complaints and compliments process at Business Review Board meetings. They work closely with the Service Improvement team to ensure the resolution of incidents and reporting of these metrics at the relevant forums.

Ensure performance

Client Delivery Managers drive service delivery excellence by motivating their team members and inspiring outstanding performance against Service Level Agreements. They drive the service culture by developing and sustaining cross functional relationships and filtering information downwards. The Client Delivery Manager coordinate the activities of the service teams involved in providing the contracted services to the client, aggregating services from the different teams into a coherent service offering to the client, ensuring execution to the contracted service definitions and service level agreements.

People management

They partner with the organisation to attract the right talent and ensure that their team is staffed according to requirements and that all team members are fully utilised. They ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their direct reports. He/she ensures that the team is rewarded and remunerated according to their performance. The Client Delivery Manager ensures that his/her team has access to the relevant client contract management tools and have the general means to perform their jobs.

Next career steps

  • Senior Client Delivery Manager.

Education required

  • Relevant Degree (Technical or Commercial).

Certifications required

  • ITIL.

Work experience required

  • At least 5 years’ relevant experience in a similar role within a service operations environment;
  • Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level;
  • Experience in a managed services and/or support services environment requiring commercial and business acumen.

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© EuroJobsites 2019

EuroJobsites is a UK registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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