Senior Specialist Client Success and Delivery

Job Title - Senior Specialist – Client Success and Delivery

Years of Experience - 8-10 Years - At Least 4+ Years in a Similar Role

Education -

Bachelor's in computer science, Computer Engineering, Information Technology, Information Systems or Equivalent.

Skills -

Experience in client-facing operational management

• A proven expert in your area of specialism of support and managed service in enterprise Clients

• Have strong experience of leading service delivery and contributing to the crafting and maintaining of propositions

• Experience and ability to lead the discussions around the support and managed service requirements with the Client and shape the best-fit solutions from the company Cyber Managed Services portfolio

• Experience in ITSM processes

• Knowledge in Security, Infrastructure, Application, and Desktop Management.

• Experience creating, analyzing, and improving related KPIs

• Experience with developing and maintaining team budget

• Expertise in managing contracts, agreements, and clients

• Expertise in following and contributing to the IT Service Management policies, procedures, and guidelines

• Experience in client relationship management process

Preferred Certifications/Training:

• SCRUM, Agile service delivery

• ITIL v4 Foundation

• CISM or CISSP

• Cloud Certifications

• Technology Certifications

Job Purpose: -

The Senior Specialist – Client Success and Delivery has a significant role in directly applying professional soft skills with the Cyber Technology Assurance clients, to ensure that they are satisfied with the offered services.

Client Relationship Management:

Effectively communicate with clients to understand their needs and goals. Provide solutions and recommendations to help achieve their objectives. Act as a liaison between clients and internal teams to ensure timely and successful delivery of services.

Key Responsibilities: -

Accountable to manage the client IT Infrastructure and drive operations as face of IT

• Developing and nurturing client relationships at the management and as appropriate operational levels supporting the Transformation and Management team in establishing the clients as reference Accounts and supporting growth opportunities

• Support for in-life Client change requests and impact assessment for contracted Cyber Technology Assurance

• Practice agile service delivery and manage onsite resources deployment on client site and support end to end delivery and client satisfaction management

• Assist in the implementation of bespoke support services as part of the service transition to the Client and company's support teams

• Partner with CSI to periodically review the process and identify improvement opportunities

• Define and ensure the Business Relationship and Client Success Management Processes and its policies, procedures, and guidelines are in place and conduct awareness

• Conduct periodic business reviews with clients

• Address clients issues/concerns in an accurate and timely manner to ensure high levels of Client Satisfaction

• Ensure that essential business requirement is understood, captured, and reflected in solution documentation

• Maintain security and confidentiality of client information

Proactively identify business capability and service gaps and contribute to improvement efforts

• Work with the service owners and other process managers to ensure the smooth running of services

• Develop and maintain active and progressive working relationships with other teams and the clients

• Participate and influence the development of the overall sourcing strategy

• Initiate, develop, and maintain strong relationships with clients for business growth

• Act as a technology advisor to the clients and a champion for identifying, leading, and driving information technology transformation and understanding the business needs.

• Stay up to date with new and emerging technologies to support transformation and growth

• Ensure delivery of new technology solutions and capabilities per the roadmap and ensure that they meet established objectives and expectations of clients