Customer Delivery Manager Job Description
Customer Delivery Manager Duties & Responsibilities
To write an effective customer delivery manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer delivery manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Delivery Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Delivery Manager
List any licenses or certifications required by the position: PMP, ITIL, PMI, EASA, QCAA, CISSP, LOB, CMII, CSCP, APICS
Education for Customer Delivery Manager
Typically a job would require a certain level of education.
Employers hiring for the customer delivery manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Engineering, MBA, Computer Science, Education, Technical, Management, Business/Administration, Graduate, Leadership
Skills for Customer Delivery Manager
Desired skills for customer delivery manager include:
Desired experience for customer delivery manager includes:
Customer Delivery Manager Examples
Customer Delivery Manager Job Description
- Make final decisions on administrative or operational matters and ensure effective achievement of objectives
- Direct and control call center activities through several department managers within the company
- Driving consistency, quality and accountability within organizational structure
- Client and internal integration
- New client/potential client site and sales visits
- Schedule flexibility to support peak volume events throughout the year
- Ensure that those within reporting line are appropriately developed, motivated and empowered and that they deliver appropriate results
- Ensure a consistent and quality approach to staffing, including recruitment, supervision, scheduling, development, evaluating and defining improvement actions
- Encourage innovative ideas and practical solutions by building a positive working environment in which diverse staff feels committed to the business, the team and are able to contribute fully
- Functional and administrative responsibilities and accountability for the execution of the overall project implementation within schedule and budget, performance objectives and in compliance with the contract terms
- Customer Service Management (required)
- Health and Welfare (preferred)
- Defined Benefits (preferred)
- Defined Contributions (preferred)
- Previous experience in channel technologies and delivering mobile native or hybrid technology
- Master with online and mobile visual design
Customer Delivery Manager Job Description
- Set-up the project team and assign project roles and responsibilities to individuals
- Define and develop the customer relationship strategy, understand the client environment, determine the client’s interfaces and identify client responsibilities to generate orders/sales
- Prepares and submits progress reports to the customer and company management
- Develop and implement the Project Management/Execution Plan and set-up and implement appropriate Project Management Processes and tools according to the Project Management Framework
- Interface to business operations and finance to ensure overall A&A business is track and performing well
- Responsible for project risk assessment, monitoring and mitigation
- Manages and resolves commercial and technical issues between company and its sub-contractors and/or suppliers
- Ensures full compliance with company safety and quality procedures
- Manage customer interface and communication for assigned projects/programs
- Manage customer deliverables for assigned projects/programs
- At least 3 years experience working in an CX role, preferably in a variety of situations
- He / She should have Bachelor degree, MBA, Other Master degree’s and Ph.D
- Should demonstrate an experience of connecting with the highest-level executives in customer organization in the context of either solution positioning or project delivery or post launch of the solution
- Ability to work with and communicate to a variety of audiences, executive level/peer-to-peer/ subordinate/ technical and non-technical
- Proven ability to work with all levels of an organization and excels working in a team environment
- Provide leadership structure for customer service interface from scoping stage, through proposal generation, bid defence to service delivery
Customer Delivery Manager Job Description
- Ensures financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization and realization
- Develop specialist expertise in aligned specialist areas, applying them across LSM and SO
- Work with sales and proposals to ensure rapid, seamless, tailored responses to opportunities
- Actively contribute at meetings with internal and external stakeholders
- Facilitate sales activities, and sales presentations (capabilities, bid defenses) and proposal development (strategy, costs and text), as needed
- Incorporate strategic options when defining project/program scope and processes with customer
- Develop customer relationship, into partnership mode
- Oversee client and internal audits and inspections for assigned projects, participating as required
- Collaborate with other LSM managers to resolve problem areas and customer needs ensuring global consistency
- Works with Lifecycle Safety service operations constructively in a matrix framework to achieve project and customers deliverables
- Effective verbal and written communication skills including ability to network and lead teleconferences
- Ability to deliver on multiple projects and manage competing priorities
- Effective business focus, marketing, sales skills
- Proven strong presentation
- Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared accountabilities
- Independent judgment, negotiating, decision-making, and problem solving skills
Customer Delivery Manager Job Description
- Creating budget plans in alignment with the above mentioned roadmap and ensure priorities are clear and articulated together with associated risks
- Providing CX guidance to IT&S service owners wishing to redesign their existing, or create new services
- Creating SLA reporting for CX across the wide range of IT&S services and implement tooling as required, to assist with such measurement in order to drive consistency
- Provide enhanced Project or Program management for strategic and complex initiatives
- Solid experience in forward planning a program of work including resource requirements and allocation to projects, measuring, tracking and predicting capacity and conflicts and resolving these to best meet business objectives
- Demonstrated experience succinctly summarising to a steering committee and / or key stakeholder group the success measures, risks, contingencies, decisions required and progress across a program of work
- Ideally conversant with B2B2C and B2C within a financial services/customer centric environment utilising emerging technologies
- Direct management of people is advantageous
- Proven, strong internal and external stakeholder engagement and management skills
- Excellent communication (both verbal and written), documentation, negotiation, organisational and relationship skills
- Effective business acumen and financial analytical skills, tactical planning, budgeting
- Ability to handle multiple projects with competing deadlines
- Customer focused with effective relationship building skills
- Requires frequent domestic and occasional international travel
- PMP-ACP preferred
- Proven track record delivering Regional projects and programs
Customer Delivery Manager Job Description
- Enjoy working closely with others
- Energy, enthusiasm, and confidence
- Ideally relevant tertiary qualifications
- Documents and contributes towards and maintaining Connections Community which fosters a CX community and houses a repository of CX best practices, innovations and suggestions our playbook and toolkit which the organization uses to design & deliver the desired / intended customer experiences
- Undertake day-to-day performance mgmt
- Introduce playbook to new Supplier and validate that all components are implemented
- Ensure Supplier adheres to SOW requirements, new hire onboarding, billing guidelines, outlier management, call flows
- Lead the service which will show us as delivering an independent, bespoke service to all customers, wowing them at every opportunity
- Revolutionise our service strategy and challenge barriers to allow us to stand out from other tour operators and create fans of Sovereign
- Review service levels on a regular basis to ensure we are listening to our customers’ requirements and exceeding them
- Experience with financial management for both Build and Run (Support) and developing TCO model across Region
- Experience working with and managing multiple software product vendors and delivery partners
- Experience with managing senior stakeholders and developing and presenting at steering committee on delivery status
- Experience creating delivery capability from the ground up and building talented teams including the balance of onshore and offshore model
- Experience / Exposure in managing / operating PaaS or SaaS or Cloud based model
- Strong Problem Solving skills and ability to solve unstructured problem and challenge status quote in particular with the new PaaS model