Service Delivery Manager/Service Account Manager - IT

Responsibilities:

- Serve as the primary point of contact for assigned client accounts, building and maintaining strong client relationships.

- Ensure the delivery of high-quality IT services in accordance with agreed-upon SLAs.

- Manage service delivery operations, including incident management, problem management, and change management.

- Develop and maintain service delivery plans, ensuring alignment with client requirements and business objectives.

- Monitor service performance and identify areas for improvement, implementing corrective actions as needed.

- Conduct regular service reviews with clients, providing performance reports and addressing any concerns.

- Collaborate with internal teams (e. , technical support, development, operations) to ensure seamless service delivery.

- Manage client escalations and resolve service-related issues in a timely and effective manner.

- Develop and manage service improvement plans, driving continuous enhancement of service quality and efficiency.

- Ensure compliance with ITIL and other relevant service management frameworks.

- Manage client contracts and agreements, ensuring adherence to terms and conditions.

- Identify and pursue opportunities for service expansion and upselling within assigned accounts.

- Develop and manage service delivery budgets and control costs.

- Provide regular reports and updates to senior management on service delivery performance and client satisfaction.

Qualifications:

- Bachelor's or Master's degree in Information Technology, Business Administration, or a related field.

- Strong understanding of IT service management principles and practices (ITIL).

- Excellent communication, presentation, and interpersonal skills.

- Proven track record of managing client relationships and achieving high client satisfaction.

- Strong problem-solving and decision-making abilities.