Direct message the job poster from Auxilion
Senior Recruitment Consultant @ I.T. Alliance | Talent Management Expert | Assoc CIPD
Job Title: Customer Delivery Manager
Reports To: Head of Customer Delivery
Location: Park West, Dublin & Customer Sites (as required)
3 Month Contract (scope to extend subject to business needs)
Start Date: This is an immediate vacancy requiring the successful candidate to commence asap.
Role Overview:
The Customer Delivery Manager (CDM) is responsible for ensuring the successful delivery of all Auxilion’s services, including projects, consulting, and managed services, while maintaining the highest standards of quality and efficiency. This role involves overseeing the entire delivery experience, collaborating across Auxilion’s Commercial, Customer Delivery, and Shared Services teams, and engaging with key stakeholders to enhance customer satisfaction. The CDM is expected to build strong relationships with customers, internal teams, and vendors, driving continuous service improvements.
The ideal candidate will have a strong background in customer engagement, IT service management, project management, and people management, with a passion for delivery excellence.
Key Responsibilities
Customer Delivery & Operations Oversight:
* Oversee the delivery of all Auxilion engagements for assigned customer accounts, ensuring compliance with SLAs, KPIs, and contractual obligations.
* Monitor service performance, proactively addressing issues and implementing corrective actions.
* Conduct regular service reviews with customers to gather feedback and identify areas for improvement.
* Ensure projects are delivered on time, within budget, and to the highest quality standards.
* Coordinate with internal teams to ensure seamless customer delivery.
* Work closely with Account Managers and Customer Success Managers to understand client expectations and exceed them.
* Identify opportunities to add value and enhance customer relationships.
* Report on performance to both customers and internal stakeholders in line with governance standards.
Customer Relationship Management:
* Manage key stakeholder relationships, engaging with senior managers and decision-makers.
* Build and maintain strong, long-term customer relationships, acting as a trusted advisor.
* Develop and implement governance structures, ensuring adherence to processes and procedures.
* Serve as the primary point of contact for customer inquiries, escalations, and change requests.
* Proactively communicate service updates, project progress, incidents, and maintenance activities.
* Own the Change Control process, tracking changes and capturing value-add opportunities for assigned accounts.
* Ensure high customer satisfaction for all engagements delivered.
* Identify and implement opportunities for improving service and project delivery processes.
* Stay updated with industry trends and best practices, incorporating them into the delivery strategy.
People & Resource Management:
* Lead, mentor, and develop the delivery team to ensure high performance and continuous improvement.
* Allocate resources effectively to meet service demands and optimize team utilization.
* Manage permanent staff and contractors, ensuring efficient resourcing.
* Oversee recruitment and support service teams in talent development.
* Ensure training and development programs are in place, working closely with the People & Talent team.
* Strong understanding of networking, system architecture, and security principles.
* Excellent communication skills to manage stakeholder expectations.
* Strong problem-solving skills to identify and resolve issues efficiently.
* Expertise in service level management, including defining, monitoring, and managing SLAs.
* Familiarity with ITIL framework and IT service delivery best practices.
* Experience with project management methodologies and lifecycle.
* Risk management expertise, including identifying, assessing, and mitigating risks for service continuity.
Business Competencies:
* Excellent verbal and written communication skills for effective client, stakeholder, and team interactions.
* Commitment to delivering high-quality services that align with client needs and expectations.
* Strong relationship-building skills to maintain customer satisfaction and engagement.
* Strategic thinking to develop and implement service improvement initiatives.
* Budget management, cost forecasting, and financial efficiency in service delivery operations.
* Strong leadership and team motivation skills to drive high performance.
* Data-driven decision-making, analyzing service and project performance to identify trends and opportunities for improvement.
The successful candidate will embody and promote the Auxilion values:
* Commitment to sustainable, profitable growth for the benefit of employees and customers.
* Customer-centric approach, fostering long-term partnerships built on trust and responsibility.
* Valuing teamwork, quality, and employee development while recognizing high performance.
* Encouraging continuous improvement, innovation, and adaptability.
* Upholding integrity, honesty, and accountability in all business interactions.
* Maintaining a professional and ethical approach in line with Auxilion’s standards as a leading services company.
This is an exciting opportunity for an experienced professional to join Auxilion and play a key role in delivering outstanding customer service and operational excellence. If you have a passion for driving service quality and innovation, we invite you to apply.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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