Service Delivery Manager
ID: 5702 | 8-10 yrs | Hyderabad | careers
This customer-facing position represents Jade Global to external customers with primary responsibilities for all contractual and financial aspects of Uber Salesforce account Primary objectives are customer satisfaction and retention for Jade Global.
TASKS
• Ensure achievement of the SLA metrics, service KPI’s and customer satisfaction
• Interface with customer resources to address any contractual questions or concerns
• Consult with Jade Management to develop strategic and tactical plans for the account
• Lead weekly, monthly, or quarterly customer meetings as needed
• Create financially and technically complete and profitable supplemental
proposals for additional services provided to customers
• Support the sales team in pre-sales activities
• Establish governance model to ensure success
EXPECTATIONS
Skills and Knowledge
• Exceptional verbal and written communications skills; expertise in setting and managing customer expectations
• Strong teamwork and interpersonal skills at all management levels
• Understanding of how to leverage Jade capabilities to increase business
• Experience in Salesforce admin, CPQ/ CLM, DevOps
• Demonstrated understanding of operations best practices, including performance measurement, capacity planning, and all aspects of operational processes
• Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence
• Vendor negotiation and contract management experience
Qualifications
• Minimum of 4 years’ experience in Salesforce environment and 6+ years’ experience into project management
• Three to five years of demonstrated technical management/supervisor experience in systems operations, in most of the following areas:
(1) demonstrated competency in strategic reasoning and leadership with strong abilities in relationship management
(2) demonstrated experience in financial management in the areas of budget, cost control and cost reduction measures
(3) demonstrated leadership of multi-discipline, high performance work teams / groups whether local based or international
(4) experienced in working with customers to develop solutions to complex business problems
• Bachelor’s/Masters’s Degree in Computer Science or related discipline with an information technology focus, or equivalent technical training; advanced degree preferred
• Best practices experience or certification desired (ISO, ITIL, Six Sigma)
• Proven written and oral communications and presentation skills
• Demonstrated experience in working with technology-related external vendors
Job Type: Full-time Assignment
