Senior Service Delivery Manager

About the role

If you enjoy wearing many hats, Senior Service Delivery Manager might be your niche!  This role serves the business in various capacities including leader, change agent, strategic consultant, program manager, subject matter expert, and customer advocate.  This role is responsible for the execution of client programs and opportunities once awarded. Working closely with sales and the global project management office (GPMO), the Senior Service Delivery Manager leads the knowledge transfer of the program requirements, financial model and goals as negotiated in the contract(s), master service agreement(s) and statement of works. In alignment with the customer, the Senior Service Delivery Manager defines the processes and, implements the program framework utilizing project / program planning tools, financial and workload forecasting methods and, internal coordination with other departments and the execution of the program. This role is responsible for communicating the program status and raising issues / challenges to management and supporting departments.

What you'll do

• Manage the customer expectations and serve as the escalation point for the customer
• Identify continuous improvement opportunities post-implementation
• Owns the overall relationship with the assigned customers, customer satisfaction, program(s) profitability, while adhering to contract requirements and service levels
• Owns the overall customer relationship for one or more of Shyft’s largest customers and / or business global account and all associated programs and has overall ownership for the customer profitability
• Primary day to day interaction and contact with the customer who has responsibility for implementation and ongoing management of the customer program (25%)
• Understand and execute to all contracts, master services agreement(s) and statements of work (35%)
• Track and meet customer program profitability goals (30%)
• Monitor and report adherence to contracted SLA’s (10%)
• Manage two additional team members.

What we're looking for

Working Conditions

Consistent non-standard work or overtime as business requires.

On-call availability required as necessary.

Professional, office environment.

Remote / Work-from-home.

Frequent Travel Required (25-50%).

What’s In It For You?