Centrilogic

Senior Service Delivery Manager

Centrilogic

full-time

Posted on:

Location Type: Hybrid

Location: Connecticut • United States

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Job Level

Senior

About the role

  • End-to-end accountability for the client relationship, ensuring managed services exceed client expectations
  • Build and maintain strong relationships with clients at both operational and managerial levels
  • Ensure delivery of all service deliverables in accordance with contract terms
  • Act as client advocate for all managed services delivery matters
  • Manage a dynamic set of top accounts
  • Measure and evaluate customer satisfaction (CSAT) and coordinate actions to achieve outcomes
  • Monitor client retention risk and raise awareness internally
  • Track SLA compliance and report on other service-related KPIs
  • Support major incident management and contribute to post-incident reports

Requirements

  • 12+ years in technical customer relationship management positions such as Client Success Management, Project Management, Account Management, and Team Lead
  • Bachelor’s degree in engineering, Information Technology, or equivalent.
  • Direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
  • Experience in designing workflows and processes to better interface Service Delivery with other teams (Sales, Operations, PMO, etc.)
  • Project Management experience
  • Ability to move between service / operational mindset to crisis management mentality
  • Strong desire and passion for learning new concepts and technologies
  • Excellent problem solving, problem resolution and analytical skills
  • Ability to grasp and explain complex technical concepts to a variety of audiences including non-technical stakeholders
  • Ability to build and manage trusting relationships with large clients
  • Ability to multitask and balance competing requirements
  • Proactive and ability to work with minimal direct supervision
  • Take and lead initiatives to successfully complete assigned projects
Benefits
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer relationship managementproject managementworkflow designservice deliverySLA complianceKPI reportingincident managementpost-incident reportingtechnical advocacyprocess improvement
Soft Skills
relationship buildingproblem solvinganalytical skillscommunication skillsmultitaskingproactive mindsetinitiative takingadaptabilityclient engagementlearning agility
Certifications
Bachelor’s degree in engineeringBachelor’s degree in Information Technology