Role Summary:

As a Service Delivery Manager, you will be allocated several customer accounts which may consist of larger accounts with multiple services and/or smaller clients with services from one service area only. You will work closely with the customers to understand and analyze their ongoing business needs and requirements, advising on the care services available for Application Management Services (AMS) and for Infrastructure Management Services (IMS). They will be the primary interface between Columbus and a portfolio of installed-based customers to enable them to build key strategic long-term relationships and become a Trusted Advisor.

The Service Delivery Manager is responsible for the transition of go-live projects and, the delivery of small and medium projects within the installed-based customers through their own and other Business Lines, budget control and invoicing, risk management, and communication. They work closely with the Service Areas, Service Owners, and Customer Executives/Relationships Owners to identify opportunities in the installed-based customer group, through the analysis of incidents and service requests, and customer feedback to generate proactive opportunities to generate growth in the Columbus Dynamics Business Line.

Responsibilities:

Service Delivery Management

• Optimize Customer relationships with other areas within Columbus
• Maintaining governance structure and participation where required
• Managing escalation and crisis handling
• Input into Care Business Line and customer development working with the Relationship Owners
• Identify upselling and cross-selling opportunities and support the sales phase
• Renewal of existing service contracts
• Managing all non-incident related requests (service requests, resourcing, follow-up, budget)
• Assure the quality of the services delivered by working closely with service areas and Service Owners
• Finance and budget control of customer hours and invoicing and contractual terms
• Be informed on the status of service quality and status of Service where applicable
• Ensure the all-up business case of own customers is profit positive.

Required Qualifications

• Bachelor’s or master's degree with 12+ Years of total experience
• Role Specific Qualifications: PMP, PRINCE2 or PMI or other proven and relevant project methodologies or proven relevant experience
• Project Management: 2 years end to end implementation project management experience
• Software Support Experience: 2 years installed base customer manager or similar previous experience with focus on service delivery
• Dynamics Application Experience: Good to have 2 years' experience on D365 (or earlier versions to include AX 2012) or similar ERP
• Consulting Experience: 2 years proven consultative experience within the post-go live customer base
• Industry Experience: 2 years cross-industry knowledge

Key Skills:

• Fluent written and verbal communication skills in English 
• Attention to detail 
• Able to prioritize multiple competing tasks effectively to ensure deadlines are met 
• Commercially aware and able to identify business risks 
• Displays competent and professional business behavior and appearance
• Strong interpersonal skills 
• Dynamic and proactive approach 
• Team player 
• Ability to work unsupervised / self-motivated and meet deadlines 

About Columbus:

Columbus is a global IT services and consulting corporation with more than 2,200 employees serving our customers worldwide. We bring digital transformation into your business and position you to thrive far into the future. We offer a comprehensive solution portfolio with deep industry knowledge, extensive technology expertise and profound customer insight. We have proven this through 29 years of experience serving more than 5,000 customers worldwide.