Service Delivery Manager

Benefits

Additional Information

We are seeking a dynamic Service Delivery Manager to join our growing team. The ideal candidate will serve as a trusted advisor for our key customers, ensuring successful service delivery in line with Hitachi's standards. This is a customer-facing role focused on driving service excellence through proactive client engagement. It is a key role that blends client relationship management, operational excellence, and financial responsibility. Main Responsibilities: Lead and adopt client engagement initiatives in line with the Hitachi Customer Experience Programme. Lead and engage key client stakeholders to establish a trusted advisor relationship with business decision-makers. Maintain high customer satisfaction ratings. Take contractual responsibility for assigned accounts; conduct regular customer service reviews and manage customer engagement against work order obligations. Maintain operational accountability for your own customers' service delivery performance, including producing service reports, creating and maintaining service delivery plans, and implementing and tracking customer CSI activities. Take commercial responsibility for your own customers, managing pre-pay allocations, forecasting, drawdowns and invoicing, tracking aged debt, margin tracking, and profitability reporting. Provide accurate and regular feedback and reporting to senior SDMs, the Head of Service Delivery, on the performance of service delivery against contractual, commercial, and operational criteria. Build strong relationships with UK and international Hitachi teams and stakeholders to facilitate effective communication between Hitachi departments. Engage in LTS presales for existing customers; prepare and deliver pre-sales presentations. Align with Hitachi commercial stakeholders, providing data and analysis to ensure customer contract renewals are priced correctly. Align Hitachi services to meet clients' business challenges and ensure the successful transition of clients into service. Reports to Senior SDM Team / Head of Service Delivery. 2-5 years+ experience in the role of Service Delivery Manager or Customer Success Manager. Exceptional customer-facing skills. Strong people management and communication skills. A passion for service delivery, customer satisfaction, and solution adoption. Ability to understand what our client is trying to achieve their strategic goals, challenges, and desired outcomes. Comfortable working in a dynamic environment and adept at managing change effectively Knowledge of the ITIL Framework or Project Management (certification preferred). Experience managing service delivery for Dynamics 365 or other cloud-based business applications (preferred). Understanding of CRM, ERP, and SaaS applications (preferred). Security Clearance or Security Clearance eligible.

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