Delivery Manager

Delivery Manager – Plano- TXDescriptionRoles and Responsibilities : Building and Maintaining excellent customer relationshipsSuccessful on-boarding of completed projects ensuring a smooth service transitionDevelop, adopt and deliver best practice service levels across all teamsIdentify, agree and own a progressive Continuous Service Improvement (CSI) program with customer accounts and drive changeWork with stakeholders and colleagues to effectively manage incidents and help develop effective IM processes, aiding improved service deliveryMaintain an organized and professional environment where the onsite teams are managed to meet and exceed client standards of excellent and professionalismUnderstand and identify KPIs for successful engagement of company business at customer sitesPromote and drive team collaboration and maintain team moralEnsure every team member completes a Skills Gap Analysis and has a Personal Training & Development Plan which is reviewed regularlyImplement continuous performance management and appraisals for direct reports and ensure process is completed for all onsite staffConduct regular 1-2-1 meetings with all direct reportsPerform all functions of problem management, including trend analysis, root cause analysis, required change requests, etc.Have an proactive continuous service improvement mindset, and identify types of improvement opportunities by establishing feedback mechanisms within the service delivery teamManage customer escalations by receiving, responding to, and addressing escalation concerns, and be responsible to form and manage mitigation plans if necessary to address complex customer concernsLead staff recruitment by writing job descriptions, reviewing CV s, shortlisting candidates, arranging/attending interviews and liaising with customer for final selectionDevelop business profile by enhancing, informing and changing the customer perspective of AV strengths, products and service rangesDevise and deliver promotional activities and assist Sales Account Manager wherever possibleCommercial awareness of competition and promote innovation to customerCollection of customer statistical data including SLA performance, management information, team performance and other business metrics for monthly customer reporting