Senior Director of Customer Value Delivery

hace 1 mes


Madrid, Madrid, España Mercell A tiempo completo

Lead a Team of Service Delivery Specialists

At Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. As the Head of Customer Value Delivery, you will lead a team of Service Delivery Specialists across four countries, ensuring the successful implementation and integration of our SaaS solutions. This role focuses on driving process improvements, optimizing resource allocation, and ensuring financial control. The mission is to streamline service delivery, enhance project management methodologies, and transition customers toward more self-service models while maintaining high standards of quality and customer satisfaction.

Key Responsibilities

  • Team Leadership & Performance Management: Lead and develop a team of Service Delivery Specialists across four countries, ensuring high-quality service delivery and a customer-centric approach.
  • Financial Control & Reporting: Manage project budgets, ensure financial alignment with company goals, and provide detailed reporting on financial performance and resource utilization.
  • Pipeline & Resource Management: Oversee project pipelines, allocate resources efficiently, and use data-driven insights for capacity planning and staffing adjustments.
  • Project Management & Methodology Improvement: Continuously enhance project management processes, implement best practices, and ensure consistent, efficient delivery.
  • Quality Control & Continuous Improvement: Establish quality control measures, review outcomes regularly, and drive initiatives to improve both customer satisfaction and team performance.

Requirements
  • Experience in leading teams
  • Experience in IT implementations, services, project management, and other one-off activities
  • Fluent in English and at least one of the following languages: Norwegian, Swedish, Danish, and/or Dutch


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