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Job Information
Job title

Service Delivery Manager

Company ACS
Wage Not specified
Location United States, Georgia, Atlanta
Employment type Full Time
Education Not Specified
Year Experience 3 - 4 Years of Practical Experience
Travel None
Published on 4/26/2007
Description
Key Responsibilities:

Develop and maintain customer relationships.Primary point of contact responsible for customer's satisfaction. Must have working knowledge of SAP R/3 and BW and/or APO. As required, answer questions, assist in issues,manage service requests in backlog, and escalate issues to upper management when appropriate.

Customer Communication:

Stay current with all customer activity and how it impacts customer's existing and future business processes.

Provide and review monthly and ad-hoc reports. Distribution and management of monthly customer satisfaction surveys and to prepare and report results to key ACS and customer management.

Coordinate and facilitate technical reviews, conference calls, and SLA meetings.

Promote customer site visits to develop and enhance customer cooperation, commitment, goodwill, and communication. (Quarterly for ERP clients, as needed for Messaging clients.)

Root cause analysis and distribution of all Sev 1 events and incidents to assigned accounts. Timely publication and distribution of post event analysis following Sev 1 incidents

Attend customer's Information Technology staff meetings to report on account activity as requested.

Communicate and coordinate operational changes, such as data center maintenance including any upgrades, change control, and bi-yearly maintenance activity.

Communicate and coordinate with project managers, sales, and operations product upgrades, enhancements, and services for existing landscape, aswell as potential new service add-ons provided by ACS.

Process Responsibilities:

Manage and maintain contractual obligations.

Proactively communicate to customer any performance impacts due to ACS or customer related work processes.

Review, approve and distribute monthly invoices, and reports as required.

Create credit memos for missed SLA's, and obtain proper authorization for processing.

Ensure customer information, including key authorized users and contact information is properly maintained in the customer database by periodically providing customer reports for updates.

Maintain customer contractual disk allocation and notify customer when new allocations are required.

Organize and plan for upcoming customer and company operation's events and activities that could negatively impact company operations and/or the customer.

Prepare and maintain documentation to include in the customer care kits for new customers.

Represent Customer Care on pre sales business opportunities as required.

Contribute to the Project Office budgeting process by managing Customer Care related costs.

Draft and manage SOW documentation for small add-on sales and services from inception and client's signature through the activation process.

Complete and submit required paperwork for all small, add-on sales and services.

Review customer AR reports for current account balances.

Coordinate meetings and provide customer required audit information.
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EDUCATION:

Bachelor of Science in Human Relations or Business Management and a minimum six years related call center/help desk management or account management experience, or a combination of education and eight years equivalent work experience.
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SPECIFIC REQUIREMENTS:

Minimum of three years experience in customer support or project management in SAP or other tier-one ERP, Web or Messaging application.

Effective verbal, written and interpersonal communication skills.

Demonstrated organizational and planning skills.

Demonstrated ability to prioritize competing demands for their time and abilities.

Must be able to work successfully in a matrix environment.

Must be able to work in a team environment to share and build knowledge.

Travel Required 25 - 50% -- need to be on-site with customer as required.df-tc

Experience/Skills
See Above

Other desired skills:
Service Delivery Mgr (SDM) II
This job has expired.