NEOCI
Delivery Manager
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Delivery Manager
Customer Account Manager / Service Owner
Company Description
We are a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
We don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to future-proof their business.
Customer success is our success. We go the extra mile in providing superior service quality and an unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description
Purpose of the Role
To provide a single point of communication and ownership for customers, driving resolution across service issues whilst delivering a first-class customer service. Key tasks include:
- Identifying and offering service improvements.
- Spotting revenue opportunities within the customer base.
This is an internally and externally facing role, accountable for the effective management of assigned customers. The role’s primary focus is to build customer advocacy while ensuring contractual commitments are met.
Responsibilities include:
- Setting and managing customer expectations throughout the service lifecycle.
- Ensuring responsiveness, communicative innovation in engagements.
- Collaborating with internal stakeholders to deliver a positive customer experience.
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Key Responsibilities
- Ownership of assigned customers’ contracts and obligations, identifying any gaps or risks within the service and mitigating them.
- Managing regular and structured Service Review meetings with customers, including preparation, data presentation, analysis, and action tracking.
- Providing Service Management Reports, driving Continual Service Improvement Plans (CSIPs), and ensuring customer satisfaction.
- Acting as an escalation point for both external and internal customer service-related issues.
- Collaborating closely with Account Management to drive strategic goals and opportunities for customers.
- Reviewing P&L for each customer to ensure contract profitability.
- Adhering to strategic objectives and KPIs that support growth, retention, and customer experience improvement.
- Proacting with both internal and external stakeholders to support customer-related activities.
- Provisioning and managing Service Management-related business reporting and forecasting.
What Success Looks Like in This Role
| Metric | Goal |
|---|---|
| Customer Satisfaction | High NPS Scores, strong Service Management Surveys |
| Customer Retention | Maximising repeat business |
| Revenue & Growth | Identifying and capitalising on additional business opportunities |
| Profitability | Reduction in cost to serve per contract |
| SLA Compliance | Strict adherence to service level agreements and deadlines |
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Requirements
Essential Qualifications
- Demonstrable experience in a customer-facing role within a service industry.
- Prior experience in IT / Managed Service / Telecoms industries.
- Proficiency in Microsoft Office applications.
Key Skills & Attributes
- In-depth knowledge of current and future product and service offerings.
- Strong communication and negotiation skills, with a track record of success influencing internal and customer stakeholders.
- Exceptional written and verbal communication, including capability for executive engagement.
- Customer-focused mindset, prioritising high customer satisfaction.
- Resilience to fast-paced and demanding environments.
- Ability to prioritise tasks and work self-motivated.
- Experience driving and facilitating change.
- Ability to influence and negotiate outcomes.
- Meetings critical deadlines.
Recommended Qualifications (Strongly Preferred)
- ITIL Foundation (v4) certification.
- ITSM experience with ServiceNow.
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