Delivery Manager - Client Success

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.

Key Responsibilities

• 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 & solutions.
• We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude.
• We promise to invest in you and help give you the platform for continuous learning and development.

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 clients 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.

Team Support & Collaboration

• Has experience working with and guiding peers or virtual teams.
• Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions.
• Acts as a point of contact for day-to-day guidance and helps foster a positive, productive working environment.

Enabling Change

• Supports transformation efforts and helps drive adoption of new technologies or processes with customers and internal teams.
• Contributes to change initiatives by sharing feedback, identifying opportunities, and helping others navigate new ways of working.

Qualifications

• 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.
• Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions.
• Demonstrable experience in the following: Customer Success, Technical account management, Service Delivery, Project management, Influencing senior-level leaders.

Desirable Skills

• Relevant professional certifications e.g. 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.