Dominic Birchall

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Service Delivery Contracts Manager

Ref #: 021
Dominic Birchall 18/05/2021
Location: Staffordshire Not Disclosed Staffordshire
Salary: circa.£45,000 DOE £
Type: Permanent
Seniority: Mid/Senior Level
Specialisms: SLA's, KPI's, CSMP, Profitability
Date: 18/05/2021
Service Delivery Contracts Manager

We are recruiting for a client focused Service Delivery Contracts Manager to take a key role within our clients UK management team to be based out of their large operational site in Staffordshire. Working across and bringing together sales and operational delivery team activities.

This is a brilliant role, gaining superb exposure across commercial, delivery, operational and SMT areas.

Our client is a growing international company, currently operating in over 20 countries with the UK being identified as the key growth area for the already sizeable group. The company are focusing impressive high double digit growth over the next 1-3 years.

As the a kety memeber of the SMT you will have overall responsibility for managing customer accounts and ensuring that contractual Service Level Agreements and Key Performance Indicators are not only met, but exceeded. You will manage and review account financials against contractual quote levels on a monthly basis, reporting results to site management team. You will gain unprecedented daily access, as well as being relied on to provide advise by the UK exec team to support key decision support activities.


Some of your duties will include:

Have a detailed understanding of the Customer’s business and ensure that the service provided meets customer needs, now and in the future.
Build and maintain an expert level of knowledge of the current business processes within the Business Unit. Use this knowledge to identify process and efficiency improvements to the benefits of both the business and the customer.
Track the agreed metrics and drive action items based on results to ensure that contractual obligations are met.
Own the customer forecast, including volume, revenue and cost, on a monthly basis reporting details of any changes within forecast numbers.
Understand the customer P&L and ensure the financial performance is at the agreed quoted levels. If below expected levels, then have the ability to identify root causes and implement recovery actions.
Ensuring that the account remains profitable and guarding against customer scope creep over time.
Manage financial quote versus actual reviews.
Manage the Customer Satisfaction Metrics (CSMP scoring).
Provide support, knowledge and expertise with contract negotiations as required.
Lead the customer Quarterly Business Reviews (QBR) and the internal monthly programme reviews and work closely with other departments where their input is required.
Be the key channel of communication for customers and act as escalation in the event of customer issues.
Build strong working relationships with other departments in order to provide the best service to the account and to run the account efficiently.



What we are looking for:

•Experience of working in a customer relationship/management role.
•Used to managing their own account/clients and taking ownership for them.
•Excellent organisational, presentation and interpersonal skills
•Strong decision maker - able to work on own initiative with a proactive and flexible attitude.
•Excellent engagement and influencing skills, able to build strong, effective working relationships quickly gaining trust and respect.
•Able to undertake budget setting and demonstrate appropriate financial management.
•Excellent verbal and written communication skills


This role will move quickly so those interested are strongly encouraged to apply ASAP, the recruitment process will be swift.

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