Your Area of Work

The Service Delivery Manager is accountable for the day to day delivery of services to our clients.
They will monitor on a weekly basis all cases requests coming from Clients; they will act on a daily
basis as the single point of contact for service-related queries where prioritisation and/or
escalations, outside of the normal day to day transaction level of interactions, are happening.

The SDM is responsible for ensuring all cases are being managed according to the service level
agreement and provide the Production team and other internal teams with the relevant guidance
and support to manage potential delays in our client escalations. They are responsible for building a
relationship of trust with our clients.

Your Responsibilities

Monitor and manage all assigned client queues ensuring service level agreement adherence
Provide daily, weekly and monthly rhythm of business with assigned clients
Provide clients with golden source metrics usage data for monthly and quarterly service reviews
Manage all clients’ escalations and incidents to full recovery and provide regular update communication
Monitor and coordinate Clients’ Incident Reports completion till final submission and ensure respect of SLA for delivery
Own agreed service improvement plans and reporting
Own Clients’ projects including big or small events and onboarding/offboarding projects
Provide and/or Organize training and support to clients to ensure adherence to Kneip process and procedures
Participate to all assigned training
Act and work in compliance with all internal rules and policies

Key interlocutors

Kneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalation
Account Management Team: to be aligned and ensure a proper follow-up of our clients
Client Service team Managers: key contact in order to solve the client’s query
Product Owner: key contact in order to solve the client’s query
IT Engineering: key contact in order to solve the client’s query

Your Profile

At least a first experience working in a similar role and services provider
Fluency in English and/or French - German would be considered as an asset
Communication skills
Problem solving oriented
Teamwork
Relationship management
Challenge management
Project management

Junior Service Delivery Manager

Job Description