Service Delivery Manager

Champions the interests of Enterprise Solutions Support Customers’ within AltiusPAR, ensuring they are satisfied with AltiusPAR’s service. Managing AltiusPAR’s response to ensure margin expectations are maintained. Based in Dallas, TX.

Objectives

1.        Provide the single point of contact for all queries or matters arising within the designated accounts.

2.        Make sure the products and services provided by AltiusPAR are delivered in time and within budget.

3.        Identify opportunities in designated accounts and align them to the appropriate line of business.

4.        Maintain an awareness of trends and issues within the industry sector

5.        Monitor the delivery of Enterprise Support Solutions to ensure margins are maintained and clients remain satisfied

6.        Proactively ensure that all issues raised by the customer are resolved through the appropriate AltiusPAR resources

7.        Make sure the customer exploits all the advantages of the AltiusPAR products to increase revenue.

Tasks

·          Manage the day-to-day relationship with Customer to ensure a high level of satisfaction.

·          Motivate and develop the operational staff under their control to ensure that all services meet the target

·          Ensuring that all operational resources are operated in accordance with security, environmental and all other organizational policies

·          Ensure that incidence arising from or affecting the operation cycle have minimum effect and are resolved within the target timeframe; ensure that all such incidents are recorded according to the defined incident procedures

·          Provide regular feedback on operational performance to the R&D Team recommending any improvement required

·          Look after operations (Help Desk, Data Base) personal matters including staff development, training, education, performance reviews, appraisals, disciplinary
issues and counseling. Ensure that all operational staff is aware of and comply with all operational and organizational policies and processes.

·          Train operation staff in new services, application or systems, and arrange and run any necessary training, ensuring that appropriate operational documentation is produced

·          Monitoring and expediting resolution of Technical Assistance Requests (Tickets)

·          Holds regular review meetings with each designated account

Keys to success

·          Increase GDS production

·          Increase RevPAR for our customers

    Personal Competencies

·          Communication skills

·          Leadership

·          Decision making abilities

·          Management abilities

·          Self motivation

·          Attention to detail

·          Customer and client focused

·          Credibility (*)

·          Change orientation

·          Problem solving

·          Results orientation

·          Inter-personal Competencies

·          Influencing and negotiating (*)

    Managerial Competencies

·          Organizational sensitivity and awareness

   Professional Competencies

·          Technical knowledge

·          Knowledge of sales cycle and process

·          Market knowledge

·          Marketing processes and skills

·          Budgeting, financial planning