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Global Service Delivery Expert

2 semanas atrás

Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

Job Overview

This Service Delivery Manager position requires a highly skilled professional to manage one or more key stakeholder accounts, promoting continuous improvement of productivity, service quality, and customer satisfaction.

The successful candidate will possess excellent communication and presentation skills, as well as the ability to thrive in a fast-paced, collaborative environment.

  • Manages service delivery for multiple client accounts, often spanning multiple sites and countries.
  • Ensures consistent delivery of services according to contracted SLA.
  • Responsible for effective contract P&L management, aligning with business objectives and financial targets.
  • Supports new business opportunities through bid participation and transition management.
  • Escalates client service issues promptly, following established processes.
  • Provides expert problem-solving support for complex customer issues, ensuring root cause analysis and corrective action.
  • Guarantees alignment of client targets and metrics with supplier commitments.
  • Identifies growth opportunities for existing accounts.
  • Operates at prime customer contact level, ensuring exceptional customer experiences.
  • Manages business unit or contract budget, with expertise in P&L management.
  • Experienced in virtual environments, particularly international operations.
  • Preferably skilled in outsourcing bids, from pre-sales to successful implementation.
  • Presents effectively to senior customer representatives.
  • Mandatory language proficiency: Finnish (C2) and English (B2).