• Senior Service Delivery Manager

    ID
    2018-4830
    Category
    Services
    Job Location
    FR-75-Puteaux
  • Overview

    We are looking for a Delivery Manager to oversee and address our customers’ functional and technical needs. You will help providing a quality service during pre-sale renewal and up-sell phases, ensuring customer satisfaction. You will be responsible for providing a quality service during Axway Cloud services delivery, ensuring customer satisfaction.

     

    As a Delivery Manager, you should be able to explain technical issues and requirements to a non-technical audience. You should also be results-driven and aspire to achieve specific goals.

     

    You should be able to provide product and business knowledge to support, solution management and sales team and strengthen customer relationships.

     

    Skills and to be a tech leader on one of previous activities. Promote a TDD approach on build developments.

    You will work with multicultural teams and technical experts working on different Axway premises around the world.

    You will work closely with the others Delivery Managers, in charge of the relationships with customers in the day to day operations and ensuring the Axway Cloud Services quality, as well as the Customer Success Manager in order to assure the best Customer Satisfaction. In addition to day to day Delivery Management tasks, you should be able to manage and carry out successfully project management task related to Build activity in close communication with R&D, PSO and technical support. 

    Responsibilities

    • Ensure day to day Managed Services activity and focus on reducing the numbers of incidents
    • Ensure recurrent build project planning and execution
      • Translating customer needs/requirement into detailed project plans shared with Company functions involved and driving internal executions to meet the targets.
      • Playing a proactive role in problems prevention during the project life cycle by highlighting potential areas of concern and promptly driving other departments in solving issues, which could affect project flawless execution.
      • Capitalization on current developments; Help on building a KB  
      • Ensure automation of dev activities
    • Ensure customer relation, reporting and Invoicing
      • Develop enduring faithful Customer relationship.
      • Ensuring accurate and timely forecasting of project´s cost and focus on reducing problems and costs.
      • Provide regular communications updates to departmental staff/peers and provide them proper instructions to be executed.
      • Raising the invoice request for a timely billing.

     

    • Capitalization on current developments
    • Help on building products and Manage Cloud knowledge base  
    • Ensure automation of dev activities
    • Keep track of KPI
    • Reports to customer about past activities, status of SLA and KPI, and action plan to keep KPI on track
    • Address all product-related queries on time
    • Analyze customer needs and suggest upgrades or additional features to meet their requirements
    • Identify solutions to reduce support costs
    • Provide technical and functional support for customers to support pre-sales and post-sales processes
    • Anticipate Managed Service’s needs, and align Cloud resources with it.
    • Provide R&D with customer feedback to help identifying potential new features or products
    • Liaise with the Business Department and Product Group to win new business and increase sales
    • Establish best practices

    Qualifications

    • 3 years minimum of experience in a similar position
    • Excellent verbal and written communication skills
    • English (spoken and written)
    • French (spoken and written)
    • An ability to gasp customers’ needs and suggest timely solutions, customer oriented
    • Problem definition, problem solving, measurement
    • Project Management
    • Technical background; hands on experience in digital technologies would be a plus
    • Familiarity with software and front-end development
    • Agility (Scrum, Kanban)
    • DevOps mindset

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