Managed Services Client Delivery Specialist

Job Summary

The Managed Services Client Delivery Specialist is responsible for managing the end-to-end delivery of managed services contracts to clients, ensuring service quality, client satisfaction, and contract profitability.

Responsibilities

• Ensure services are delivered according to agreed service definitions and SLAs to maintain client satisfaction.
• Serve as the main contact for client inquiries, escalations, and feedback.
• Understand client business needs to customize services accordingly.
• Collaborate with technical teams to resolve client issues and maintain service quality.
• Monitor client satisfaction regularly and take proactive steps to improve service quality.
• Develop account plans to enhance client engagement and identify upselling or cross-selling opportunities.
• Manage implementation of new services, upgrades, and projects, coordinating timelines and resources.
• Ensure service delivery complies with contractual agreements and consult legal for contract escalations.

Requirements

• Bachelor’s degree or equivalent in Information Technology, Business, or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification such as PMP preferred.
• Proven experience in managed services and support services environments.
• Experience in service delivery, client management, and meeting SLAs and quality standards.
• Experience monitoring contract performance and managing service delivery projects.
• Strong communication, negotiation, and problem-solving skills.
• Familiarity with ITIL or other IT service management frameworks.
• Ability to work collaboratively with cross-functional teams and manage client relationships.
• Strong organizational skills, attention to detail, and ability to work under pressure.

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