AMS Service Delivery Manager-Manager

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Delivery Lead Role - SM:

• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery and take accountability of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet GDS AMS Growth targets
• Forecast and track key account metrics (e.g. quarterly growth results and annual forecasts)
• Collaborate with growth team to identify and grow opportunities within cluster
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Proven ability to juggle multiple engagements at a time, while maintaining sharp attention to detail

SDM Role - M:

• 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
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of BP Engagement to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between involved stakeholders.

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