Delivery Manager - Client Success

Overview

Avanade Newcastle Upon Tyne, England, United Kingdom

Delivery Manager opportunity in the UK Delivery Centre. This role serves as a primary delivery lead, ensuring the highest level of customer satisfaction through effective service delivery.

What You’ll Do

This is an exciting opportunity for an experienced Delivery Manager to join the UK Delivery Centre as a primary delivery lead. The Delivery Manager at Avanade plays a crucial role in ensuring the highest level of customer satisfaction through effective service delivery. In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.

Building and maintaining strong customer relationships will be at the heart of your role. You will act as a trusted advisor to our clients, understanding their business needs and objectives, and providing tailored solutions to help them achieve their goals. Your ability to foster and nurture these relationships will be crucial in driving customer satisfaction and long-term success. Experience collaborating closely with development and testing teams in a continuous integration methodology to successfully bring additional service components into production and ensure their ongoing commercial success, is essential.

The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facing role.

By joining the UK Delivery Centre, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services and solutions. We are a diverse team with a culture that welcomes every individual. You will find talented and passionate technologists with a humble, collaborative, and positive attitude. We invest in you and provide a platform for continuous learning and development.

Skills and Experiences

We are looking for the following experience profile:

• Proven track record in operational and service management, with prior experience in Service Management as a key member of the support function for a consulting or IT services provider.
• Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions within their organisation.
• Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating, with the ability to present confidently to both large and small audiences, including C-Level Executives.
• Strong multi-tasking skills and the ability to thrive in a dynamic environment with constant change, addressing emerging challenges effectively.
• Proven capability to innovate and drive service improvement roadmaps.
• Excellent interpersonal and communication skills, including proficiency in written and presentation skills.
• Experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience.
• Demonstrable experience in the following: Customer Success; Technical account management; Service Delivery; Project management; Influencing senior-level leaders.

About You

The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facing role such as Service Delivery Management, Customer Success or Account Management & Project Management.

Relevant professional certifications include:

• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent certification.
• Prosci or equivalent Change Management certification.
• Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions.

What You’ll Do

• Service Delivery Management: Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.
• Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.
• Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.
• Develop and implement service improvement plans to enhance service quality and efficiency.
• Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.
• Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment.
• Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.
• Client Success Management: Build and maintain strong relationships with clients, acting as their primary point of contact.
• Understand clients’ business needs and objectives, and provide tailored solutions to help them achieve their goals.
• Monitor client satisfaction and proactively address any concerns or issues.
• Conduct regular reviews with clients to review their progress and address any needs or challenges.
• Identify opportunities for upselling and cross-selling additional services or products to clients.
• Client Success Account Management: Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction.
• Collaborate with clients to develop strategic plans that align with their business objectives.
• Provide customers with regular service analysis and develop ideas for service improvements.
• Ensure effective communication with clients to manage expectations and demonstrate value.
• Reporting and Analysis: Prepare and present regular reports on service delivery performance and customer satisfaction metrics.
• Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.
• Collaboration and Communication: Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.
• Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.

Compliance and Benefits

Applications are only invited from candidates with the right to reside and work within the UK. Avanade is an Equal Opportunity Employer. We evaluate applicants without regard to race, colour, age, religion, sex, national origin, gender identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status.

We offer a diverse and inclusive culture with opportunities for learning, development, and career growth.