Global Service Delivery Executive

hace 2 días


Madrid, Madrid, España Black Pen Recruitment A tiempo completo

Job Title: Global Service Delivery Executive

About the Company: Our client's Microsoft Business Solutions team is a Microsoft Gold Partner and leader in implementing Microsoft software for medium to large organisations.

Description: As a Global Service Delivery Executive, you will oversee end-to-end customer service contracts, build relationships with customers, and manage financial responsibilities. You will work across ITIL-based services, coordinate efforts between teams, and ensure excellent customer experience.

Responsibilities:

  • Provide end-to-end ownership of customer service contracts
  • Build relationships with customers to ensure renewals year on year of managed service contracts
  • Manage financial responsibilities for the commercial elements of the customer service contracts
  • Work across ITIL based services, incident, problem, change and release management processes to ensure excellent customer experience is always delivered
  • Coordinate effort and liaise between onshore, nearshore and offshore teams
  • Ensure that an excellent service is being consistently delivered, and end customers always receive the contracted services
  • Act as a point of contact and escalation for contracted end customers
  • Track performance of services and prepare reporting on SLAs & KPIs
  • Produce regular management reports for customers and attend review meetings
  • Provide analysis, feedback and actions based on trends, root cause analysis and other reports
  • Manage service improvement plans, inclusive of formalised creation and ownership with end customers

Estimated Salary: €60,000 - €80,000 per annum, depending on experience



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