Service Delivery Manager- fixed-term contract 18 months

Purpose

The role of the Service Delivery Manager is to own IDEMIA’s servicing relationship with our customers. As first point of contact for our customers BAU needs, the Service delivery manager is expected to provide relevant information, in a timely manner to queries, whilst also supporting the on-going business needs of Audit/Compliance and any business roadmap activities such as forecast and stock management. 

The objective of the Service Delivery Manager is to protect customer contract revenue for both existing and new customers, whilst also identifying opportunities for additional revenue, or efficiency gains.

Key Missions

Relationship Management

• Manage all incoming customer requirements relating to their business as usual (BAU) activities.
• Participate in customer facing operational and service review meetings, building account management level relationships  
• Build customer intimacy at multiple levels; identify decision makers, influencers, supporters and detractors.
• Develop a deep understanding of the customers organisation to support their future roadmap and expectations.
• Know the pipeline of activity for the customer around order and stock management together with Perso volumes and other service requirements.
• Handle all customer escalations and complaints.
• Represent IDEMIA Commercial team as the primary contact for specific customer accounts.

Process Execution

• Support incoming customer requirements relating to their business as usual (BAU) activities
• Perform end to end processes as required to meet the needs of our customers
• Ensure quality metrics and SLAs are met or exceeded, and inline with forecast revenue expectations
• Where required, ensure all input information is provided for product manufacture / order
• Stock Management and forecasting
  
  

Process Management

• Define and document the process flow for owned processes
• Perform Continuous Improvement Activities on owned processes to identify risks, events, improvements
• Perform Voice of Customer Activities to ensure process fit for purpose
• Support Sales and Service Management in conversations around charging models, improvement activities and expectations of processes
• Review the complaints MI for trends and potential improvements to the process
• Support leadership in defining strategic changes to improve our process management and maximize margin

Change Management

• Manage all Business As Usual Change Requests and small projects.
• Management of CR’s to meet agreed timescales & escalation of any issues.
• Ensure all testing is carried out and coordinate inputs/outputs on behalf of the customer.
• Support the integration of new products and services within the organisation.

Reporting and Governance

• Create and validate customer reporting.
• Support monthly billing and invoicing processes
• Support and perform Audit activities as required on a customer basis

Audit and Compliance

• Be the first point of contact for our customers with regards to audit and compliance concerns.
• Support and perform Audit activities as required on a customer basis.
• Manage the Disaster Recovery testing process.
• Review the complaints MI for trends and potential improvements.

Capacity Planning / Forecast / Budget

• Ensure stock management activities align with customer forecast and agreed stock holding levels.
• Support the annual Budget activity to define and input customer specific budget entry
• Monitor, Manage and Maintain an accurate customer forecast within ERP

General

• Risk Management activities.  Highlighting concerns internally that pose a risk to our customer relationship/ product.
• On-boarding new customer activity as required.
• Maximise our performance against contractual commitments through effective internal liaison and internal supplier management (production teams, Service Centre teams etc).

Profile & Other Information

Experience: Background in Customer Service and Account management preferred.

Education Level: Degree level (preferably in business related subject) preferred but not essential.

Other:

Location: UK, Tewkesbury