Domaine de spécialisation :

Gestion des services

Description du poste

 Service Delivery Manager, Avanade


Delivery Management Talent Community is a team that focuses on delivering Projects and Services. The lifecycle of an Avanade project runs all the way from planning to sales through to execution and closure, with many stops in between. Working in the DMTC team, you make sure that the projects and services are all delivered on time, on budget and at the highest quality.

You are involved in the sales and estimating phases of a project, as well as in planning, mobilization, execution and closure. You keep stakeholders updated regularly on progress and status, manage risks and issues and monitor financial performance.

 SDM Role:

• Primary point of contact for all the stakeholders (Internal/External) for specific client service delivery

• Primary client liaison for all technical requests, projects, processes, and strategic initiatives

• Responsible for services reviews (Monthly/weekly/Quarterly) with client and Avanade leadership

 • Responsible for reporting on assigned client accounts, as well as routine contact with appropriate IT personnel within the client organization

• Responsible for Client deliverables, and Service Level Agreements

 • Manage client-specific processes and communication internally with Operations team

• Technology focus on M365, Azure, and Dynamics, (IaaS/SaaS/PaaS) and Application maintenance and sustainment.

Years of Experience:

• 8-12 years consulting and/or delivery experience

• 5+ years people management experience, or experience in strong interdepartmental role

• Education: minimum Bachelor degree required


Professional Experience:

 This role requires management experience and demonstration of a breadth of knowledge, skills and experience in areas including:

 o Relationship Management: Proven ability to establish, maintain and manage strong working relationships with staff, partners, suppliers, and senior client personnel

o People Management: Experience of building teams, developing, and mentoring individuals toward their career goals. Demonstrable capability to motivate individuals and drive high performance teams

o Team Management: Experience driving outcomes and demonstrating leadership in managed services teams delivering Iaas/PaaS/SaaS/AO/etc.

o Contract & Financial Management: Experience managing the delivery of IT services against a contract and budget (including forecasting, scope, bespoke requirements, etc.)

o Communication: Demonstrates a structured and considered approach to written and oral communication based on the recipients. Strong English communication skills required for communicating complex ideas

o Negotiation: Willing and able to articulate a reasoned argument on potentially complex issues.

 o Technical: Some technical expertise in the latest Microsoft products is required to understand risks and be conversational with clients.

 Additional skills and experience include:

o Experience in Service Management best practices and techniques

o Experience managing service partners and subcontractors

o Experience with Global Delivery structure is preferred

o Experience in managing financial, quality, risk, and knowledge management

o Experience working in a client facing Service Delivery role with a high level of accountability

o Experience in delivering Service Reviews, Reporting and Management

o Ability to manage multiple tasks/clients and projects in a fast-moving environment to Presentation skills; high degree of comfort with both large and small audiences

o Strong written and communication skills

o High level of comfort communicating effectively across internal and external organizations


Key SDM Responsibilities:

• Manage client relationships and delivery of services

 • Review and report on services to operational, management, and executive levels

• Managing client expectations, and contract scope

• Capacity and cost management against solutioned effort and client requirements

• Develop operational and leadership level relationships within existing and new accounts

• Support client business changes while maintaining service levels and minimizing risk

• Collaborate with client teams on operational and tactical issues such as establishing change windows, coordinating change execution, major incidents, and process changes

• Be involved with client tech leads in the change management process of the client’s environment to ensure successful outcomes

• Collaborate with Avanade technical teams

• Advocate for the client, work with internal teams to ensure client satisfaction remains high, and ensure Avanade obligations are met

• Raise internal awareness of client-impacting issues, then drive the response and resolution

• Provide oversight of escalation, prioritization, and communication

• First point of escalation for client

• Engage with Director and C-Level executives to understand business needs

• Participate in client requested meetings

• Be available outside of business hours to help coordinate handling of urgent issues as needed

• Improve service performance consistently over the life cycle of the client relationship using standard, consistent, globally applied methods

• Develop, track and report on Service Level Agreement compliance for existing services contracts

• Engage in mentoring program (bidirectional)

• Leads high risk/high visibility change and service requests, escalating to appropriate support teams as necessary

• Lead recurring operational and governance calls with all senior project stakeholders

• As applicable, manage the optimal utilization of resources and manpower to deliver the agreed services to client

• Drive automation and modernization for clients

• Provide Advisory services

• Generate appropriate reports to executives within Avanade and with the client

• Conduct regular, in-depth service and process audits; ensure the project team fully aligns to the audit requirements and are compliant with Avanade expectations

• Manage Enterprise-level clients

• Proactively collaborate with clients to provide information, best practices, and training on Avanade solutions

• Stretch project assignments may be assigned as utilization permits for learning and growth

Good to have:

• Technical / Professional certifications like ITIL, PMP, Agile, MS, and other related certifications

• Training / work experience in any of the major Microsoft technologies e.g. M365, Azure, Dynamics, etc.

Shift and Travel:

• Travel to client sites required occasionally or depending on the service role could be on client site assuming it is safe to do so

• Some out-of-hours working may be required to support service issues and global clients, and thus schedules tend to be flexible

Accountability and Metrics:

• Consistent Delivery for assigned client engagements as per contract

• Client Satisfaction

• Cost of Poor Quality (Sold Margin vs. Delivered Margin)

• Meeting Service Level Agreements

• SLA / KPI score card results

• Completing assigned training and certification

• Project performance

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À propos d'Avanade

Avanade est le chef de file dans l'offre de services digitaux novateurs, de solutions métiers et d'expériences orientées vers la conception, exploitant la force des équipes et l'écosystème Microsoft. Nos professionnels associent expertises technologique, commerciale et sectorielle pour créer et déployer des solutions utiles pour les clients et leurs consommateurs. Le réseau d’Avanade regroupe 29 000 personnes dans 23 pays. À nos yeux, la collaboration est une véritable culture qui nous permet de mettre à l’honneur la diversité et d’être le reflet des communautés dans lesquelles nous opérons. Nous accueillons tous types de collaborateurs, et cherchons des personnes talentueuses capables d'investir leur personnalité dans leur travail, formons des équipes inclusives et encourageons la diversité à l'intérieur comme à l'extérieur de l'entreprise. Avanade, dont Accenture est le propriétaire majoritaire, a été fondé en 2000 par Accenture LLP et Microsoft Corporation. En savoir plus sur