Avanade
Delivery Manager - Client Success
London
Posted 1 day ago
How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
Summary
In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.
Key Responsibilities
Service Delivery Management
- Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.
- Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.
- Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.
- Develop and implement service improvement plans to enhance service quality and efficiency.
- Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.
- Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment.
- Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.
Client Success Management
- Build and maintain strong relationships with clients, acting as their primary point of contact.
- Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals.
- Monitor client satisfaction and proactively address any concerns or issues.
- Conduct regular Reviews with clients to review their progress and address any needs or challenges.
- Identify opportunities for upselling and cross-selling additional services or products to clients.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Client Success Account Management
- Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction.
- Collaborate with clients to develop strategic plans that align with their business objectives.
- Provide client with regular service analysis and develop ideas for service improvements.
- Ensure effective communication with clients to manage expectations and demonstrate value.
Reporting and Analysis
- Prepare and present regular reports on service delivery performance and customer satisfaction metrics.
- Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.
Collaboration and Communication
- Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.
- Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.
Team Support & Collaboration
- Has experience working with and guiding peers or virtual teams.
- Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions.
- Acts as a point of contact for day-to-day guidance and helps foster a positive, productive working environment.
Enabling Change
- Supports transformation efforts and helps drive adoption of new technologies or processes with customers and internal teams.
- Contributes to change initiatives by sharing feedback, identifying opportunities, and helping others navigate new ways of working.
Qualifications
Skills and experiences
- Must be Eligible for Security Clearance
We Are Looking For The Following Experience Profile
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- 3 to 7 years of experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience
- Proven track record in operational and service management, with prior experience in Service Management as a key member of the support function for a consulting or IT services provider.
- Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions within their organisation.
- Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating, with the ability to present confidently to both large and small audiences, including C-Level Executives.
- Strong multi-tasking skills and the ability to thrive in a dynamic environment with constant change, addressing emerging challenges effectively.
- Proven capability to innovate and drive service improvement roadmaps.
- Excellent interpersonal and communication skills, including proficiency in written and presentation skills.
- Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions
- Demonstrable experience in the following:
- Customer Success
- Technical account management
- Service Delivery
- Project management
- Influencing senior-level leaders
Desirable Skills
- Relevant professional certifications e.g.
- Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
- Project Management Institute (PMI) or equivalent certification.
- Prosci or equivalent Change Management certification
- Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Customer Success
Technical Account Management
Service Delivery
Project Management
Influencing Senior-Level Leaders
Collaboration
Communication
Agile Practices
ITIL
DevOps
Change Management
Service Improvement
Problem Solving
Interpersonal Skills
Presentation Skills
Multi-Tasking
Location