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based on 15 Reviews

9 Columbus Jobs

Service Delivery Manager

Columbus

based on 15 Reviews

12-15 years

Hyderabad / Secunderabad

1 vacancy

Service Delivery Manager

Columbus

posted 1d ago

Flexible timing

Key skills for the job

+ 4 more

As a Service Delivery Manager, you will be allocated several customer accounts which may consist of larger accounts with multiple services and/or smaller clients with services from one service area only.
You will work closely with the customers to understand and analyze their ongoing business needs and requirements, advising on the care services available for Application Management Services (AMS) and for Infrastructure Management Services (IMS). They will be the primary interface between Columbus and a portfolio of installed-based customers to enable them to build key strategic long-term relationships and become a Trusted Advisor.
The Service Delivery Manager is responsible for the transition of go-live projects and, the delivery of small and medium projects within the installed-based customers through their own and other Business Lines, budget control and invoicing, risk management, and communication.
They work closely with the Service Areas, Service Owners, and Customer Executives/Relationships Owners to identify opportunities in the installed-based customer group, through the analysis of incidents and service requests, and customer feedback to generate proactive opportunities to generate growth in the Columbus Dynamics Business Line.

Responsibilities:

Service Delivery Management

Optimize Customer relationships with other areas within Columbus
Maintaining governance structure and participation where required
Managing escalation and crisis handling
Input into Care Business Line and customer development working with the Relationship Owners
Identify upselling and cross-selling opportunities and support the sales phase
Renewal of existing service contracts
Managing all non-incident related requests (service requests, resourcing, follow-up, budget)
Assure the quality of the services delivered by working closely with service areas and Service Owners
Finance and budget control of customer hours and invoicing and contractual terms
Be informed on the status of service quality and status of Service where applicable
Ensure the all-up business case of own customers is profit positive.

Required Qualifications

Bachelor s or masters degree with 12+ Years of total experience
Role Specific Qualifications: PMP, PRINCE2 or PMI or other proven and relevant project methodologies or proven relevant experience
Project Management: 2 years end to end implementation project management experience
Software Support Experience: 2 years installed base customer manager or similar previous experience with focus on service delivery
Dynamics Application Experience: Good to have 2 years experience on D365 (or earlier versions to include AX 2012) or similar ERP
Consulting Experience: 2 years proven consultative experience within the post-go live customer base
Industry Experience: 2 years cross-industry knowledge

Key Skills:

Fluent written and verbal communication skills in English
Attention to detail
Able to prioritize multiple competing tasks effectively to ensure deadlines are met
Commercially aware and able to identify business risks
Displays competent and professional business behavior and appearance
Strong interpersonal skills
Dynamic and proactive approach
Team player
Ability to work unsupervised / self-motivated and meet deadlines

Employment Type: Full Time, Permanent