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SERVICE DELIVERY MANAGER

Publish Date:  Sep 14, 2022
Location: 

Irving, TX, US-US

Company:  Atos

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Position Summary:

 

  • Responsible for overall customer relationships within their assigned vertical and are responsible for maintaining and developing client-business relationships that provide World Class Services which delight our customers, meet revenue goals, and drive profitable growth.
  • Service Delivery Managers have a strong understanding of the company’s solutions/services and knowledge of their competition.
  • Understand their customer’s business objectives and success criteria. They must be ready to team with the vertical sales team to develop creative solutions for existing clients, as well as pursue new clientele opportunities.

 

Primary Responsibilities:

  • Coordinate Unify Services activities in front of our customers/partners and with other service functions, especially direct/channel sales including coordination and oversight of Project Management/PMO, Managed Services, and Maintenance activities within your customer base ensuring deliverables are met, the customer is satisfied, and performing escalation management when necessary.
  • Customer Satisfaction/Customer Ownership - Manages the service of solutions installed at customer sites, customer care and feeding – checkpoint meetings, escalation management, Sales lead referrals, exceeding customer expectations including meeting SLA targets and ensuring customer loyalty (measured by Net Promotor Score).
  •  Customer Retention/Customer Relations - Travels to prospective new customers and existing customers. Works with service support organizations to manage/ensure customer satisfaction by resolving issues and develop continuous improvement ideas which promote service enhancements and efficiency and Customer Retention (Service Contract Renewals).
  • Escalation Management - Work with our business partners, internal customers, and external customers on complex technical and process issues, by coordinating support to resolve all Technical Product escalations and management through resolution including Vendor escalations for third party gear and services, contracts, and payments. In general, the Single Point of Contact for all customer issues.
  • Continuous Improvement- Improving business performance by performing lessons learned and recommending continuous improvement ideas.
  • New Revenue Opportunities – Create goals and collaborate with Sales to sell service offerings in order to grow your business with the focus on reoccurring services (Managed & Life Cycle).
  • Design plans to achieve these goals and create strategies to combat potential revenue losses.
  • Profit and Loss - achieves annual profit and revenue objectives, manage P&L at the customer level customer and Region. Responsible for meeting or exceeding profitability targets, managing expenses, and identifying revenue growth opportunities.
  • Account Level Project Management (administration of WMS (PO) and WBS (Time Reporting) – input, monitoring, approving, and closing out)
  • Account Financials (Revenue Billing, Monthly Rainbow Delivery Reporting and Margin analysis)
  • Accounts Receivables- Ensures issues are resolved to improve cash flow and reduce bad debt losses.
  • Contractual Service Delivery (Reporting, Customer Delivery and exception and escalation analysis)
  • Pertains to SDM’s that have direct reports - Reviews and approves weekly timesheets for regional service employees. 

 

#LI-US #LI-REMOTE #LI-SJ1

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.


Nearest Major Market: Irving
Nearest Secondary Market: Dallas