Deskripsi Pekerjaan
Are you a strategic leader passionate about driving customer success and operational excellence? Adventus is seeking a highly skilled Service Delivery Manager to lead our post-sales service initiatives. In this pivotal role, you will be responsible for the end-to-end management and monitoring of our Service Level Agreement (SLA) requirements, ensuring that our clients receive exceptional service that drives their long-term success.
As the bridge between our technical teams and our valued customers, you will own the service delivery lifecycle. You will proactively identify potential risks, resolve service bottlenecks, and foster strong, collaborative relationships with key stakeholders. By maintaining a rigorous focus on performance metrics and operational efficiency, you will ensure that Adventus consistently exceeds client expectations and maintains industry-leading service standards.
This is an excellent opportunity for a dedicated professional to make a significant impact in a dynamic environment, leveraging your expertise to shape the future of our post-sales customer experience.
Tanggung Jawab
- Oversee and monitor all Service Level Agreement (SLA) metrics to ensure 100% compliance and timely delivery.
- Act as the primary point of contact for post-sales escalations, managing client expectations and resolving complex issues efficiently.
- Coordinate cross-functional teams to align technical resources with client requirements and project timelines.
- Prepare and present regular performance reports, dashboards, and business reviews to senior management and key clients.
- Identify process improvement opportunities within the service delivery framework to enhance operational efficiency.
- Lead stakeholder management meetings to gather feedback and drive continuous improvement initiatives.
- Ensure adherence to company policies, security standards, and quality assurance processes.
Kualifikasi
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Minimum of 3-5 years of experience in Service Delivery, Customer Success, or Post-Sales Management roles.
- Proven track record of managing and monitoring SLAs in a technical or B2B environment.
- Strong stakeholder management skills with the ability to communicate complex information to diverse audiences.
- Excellent problem-solving abilities and a customer-centric mindset.
- Proficiency in project management tools and reporting software (e.g., JIRA, Salesforce, MS Project).
- Strong leadership and team management capabilities.