Senior Specialist – Client Success and Delivery

Job Title

• Senior Specialist – Client Success and Delivery
• Years of Experience
• 8-10 Years - At Least 4+ Years in a Similar Role

Education -

Skills -

• Experience in client-facing operational management
• A proven expert in your area of specialism of support and managed service in enterprise Clients
• Have strong experience of leading service delivery and contributing to the crafting and maintaining of propositions
• Experience and ability to lead the discussions around the support and managed service requirements with the Client and shape the best-fit solutions from the company Cyber Managed Services portfolio
• Experience in ITSM processes
• Knowledge in Security, Infrastructure, Application, and Desktop Management.
• Experience creating, analyzing, and improving related KPIs
• Experience with developing and maintaining team budget
• Expertise in managing contracts, agreements, and clients
• Expertise in following and contributing to the IT Service Management policies, procedures, and guidelines
• Experience in client relationship management process

Preferred Certifications And Training

• SCRUM, Agile service delivery
• ITIL v4 Foundation
• CISM or CISSP
• Cloud Certifications
• Technology Certifications

Job Purpose: -

Client Relationship Management

Key Responsibilities: -

• Accountable to manage the client IT Infrastructure and drive operations as face of IT
• Developing and nurturing client relationships at the management and as appropriate operational levels supporting the Transformation and Management team in establishing the clients as reference Accounts and supporting growth opportunities
• Support for in-life Client change requests and impact assessment for contracted Cyber Technology Assurance
• Practice agile service delivery and manage onsite resources deployment on client site and support end to end delivery and client satisfaction management
• Assist in the implementation of bespoke support services as part of the service transition to the Client and company’s support teams
• Partner with CSI to periodically review the process and identify improvement opportunities
• Define and ensure the Business Relationship and Client Success Management Processes and its policies, procedures, and guidelines are in place and conduct awareness
• Conduct periodic business reviews with clients
• Address clients’ issues/concerns in an accurate and timely manner to ensure high levels of Client Satisfaction
• Ensure that essential business requirement is understood, captured, and reflected in solution documentation
• Maintain security and confidentiality of client information
• Proactively identify business capability and service gaps and contribute to improvement efforts
• Work with the service owners and other process managers to ensure the smooth running of services
• Develop and maintain active and progressive working relationships with other teams and the clients
• Participate and influence the development of the overall sourcing strategy
• Initiate, develop, and maintain strong relationships with clients for business growth
• Act as a technology advisor to the clients and a champion for identifying, leading, and driving information technology transformation and understanding the business needs.
• Stay up to date with new and emerging technologies to support transformation and growth
• Ensure delivery of new technology solutions and capabilities per the roadmap and ensure that they meet established objectives and expectations of clients