Service Delivery Manager

6 months ago

Oakville, Canada Calligo Full time

Why this opportunity at Calligo?

**Connect with colleagues globally**

Working closely with colleagues across the UK, Europe and North America we have vibrant, modern office spaces all over the world This is an exciting role for an individual to join the Service Delivery team and demonstrates passion for their customer’s success, bringing Calligo’s best ideas, standards, innovations, and capabilities to customers to drive maximum business value.

The Service Delivery Manager (SDM) role is primarily focused on building and managing long term customer relationships to drive continued adoption and growth of Calligo’s solutions whilst ensuring Calligo’s support services are delivered optimally. This role is responsible for meeting customer demands, solving customer problems, driving client satisfaction and retention and is entirely customer facing.

**Supportive and dynamic team**

You’ll be joining our award-winning team at a time where we are focused on understanding the customers business and supporting processes and building trust. With a structured induction programme, you’ll get to know the clever humans who make up our talented team whilst providing data privacy expertise across a number of business functions.

At Calligo, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We offer accommodations for applicants with disabilities as part of our recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

**Interested?**

**Key Responsibilities**:

- Cultivating excellent customer relationships with assigned customers. Manage, and maintain relationships with the highest-level executive point of contact in the customer organisation and ensure engagement and retention, maintaining high levels of customer satisfaction at all times. Be a ‘trusted advisor’
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery by maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Service review management, planning, preparation, reporting, CSAT management, using customer feedback to ensure customer needs continue to be understood, sharing the output with all key stakeholders to enable their current and future needs.
- Reporting of performance against internal KPI’s and SLAs and identification of Service risks and mitigating actions with the support from key stakeholders.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Maintain a run-rate of invoiced monthly revenues, while ensuring customer churn does not exceed an assigned percentage of revenue
- Maintain a thorough understanding of the company’s products and services, with an ability to explain the functions, features, benefits, and cost
- Maintain thorough knowledge of customer vertical markets and IT industry knowledge including emerging technology
- Create loyal and repeat customers. Track renewals and follow up with customers to renew all agreements.
- Perform any other duties as required

**Skills, Knowledge and Expertise**:

- Experience working with Business Owners and Executives in a business setting
- Strong presentation skills with proven ability to speak comfortably in front of groups and to executive audiences, to effectively articulate solutions and appropriately positioning value propositions.
- Ability to thoroughly understand related industry technology, articulate that knowledge and formulate effective solutions with attention to profitability.
- In-depth knowledge of escalation procedures, incident management and other disciplines related to service delivery
- Understanding of ITIL incident, problem and change management processes

**Benefits**:

- Training and development for career growth
- 25 Days Vacation, increasing with length of service
- RRSP
- Healthcare
- Life Insurance
- Flexible working

**About Calligo**:
Calligo transforms data into businesses’ most lucrative asset. We combine great minds in data science, privacy, security and engineering with leading machine learning, data analytics and cloud platforms to support the operational, customer-centric and revenue-generation aspirations of some of the world's most ambitious and progressive organizations.

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