Project description

We are seeking an experienced Service Delivery Manager (Technical Account Manager) to serve as the delivery go-to person for all Technical delivery commitments Supplier makes as part of our services to our client. Engages with client on all delivery needs and commitments, communicates value, also supports CSM activities for client and Supplier business outcomes.

This role involves managing both internal and external stakeholders, overseeing a technical project team, and coordinating across multiple streams within a transformation program whilst maintaining KPI and SLA metrics across a professional services account.

Strong verbal and written communication skills are essential for effective interaction with key customer representatives and management.

The primary focus areas include the ongoing delivery of the software product and adherence to service level agreements, meeting key delivery dates and customer expectations for business projects, and achieving critical outcomes for the transformation program. The role also requires ensuring that objectives and outcomes are met within agreed timeframes, budgets, and quality standards. Additionally, the Technical Account Manager will assist in driving delivery and strategic outcomes in collaboration with the Customer Support Manager and Client Partner.

Responsibilities

TAM is a Technical Delivery Manager role; they act as the delivery go-to person for all Technical delivery commitments Supplier makes as part of our services to clients. Engages with client on all delivery needs and commitments, communicates value, also supports CSM activities for client and Supplier business outcomes.

Key responsibilities include:

Delivery Expertise and Point of Contact: TDMs serve as the primary point of contact for all technical delivery commitments made by Supplier to clients. They ensure seamless execution of services and solutions. Their expertise lies in understanding the offering thoroughly, addressing technical queries, and managing delivery expectations. Supplier Internal

Delivery Management: TDMs act as delivery managers for their offering. They handle technical delivery, address issues, and enhance delivery processes. Being the go-to-person for technical matters, TAMs ensure smooth operations.

Building Strong Client Relationships: TDMs establish trust with clients. They understand technical objectives, pain points, and desired outcomes.

Accountability for Efficiency and Insights: TDMs are accountable for productivity and efficiency goals. They leverage automation, analytics, and data driven insights. By optimizing operations, TDMs deliver cost-effective services aligned with market standards.

Operational Excellence and Delivery Assurance: TDMs are hands-on deliver leads. They dive into details, ensuring outcomes meet expectations. Quality assurance and adherence to delivery processes are paramount.

Leveraging Innovation and Value Creation: TDMs collaborate with capability and offering teams. They bring innovative technologies and ideas to the table. Continuous innovation ensures Supplier remains a valuable partner for clients.

Service Quality: TDMs build and manage quality discipline across services. They ensure consistent excellence.

Team Management: TDMs lead their teams, focusing on engagement, skill development, and recognition.

TDMs collaborate closely with CSMs. Together, they drive client and Supplier outcomes including growth and align with Suppliers overall business objectives. CSMs focus on the broader relationship and drive offering growth in the accounts, while TAMs are more focused on technical delivery.

Skills

Must have

5-10 years experience in Project Management in a Banking Finance Domain

Demonstated record of running Managed Services agenda

a demonstrated record of successful delivery of projects

People and team leadership skills

Ability to work on multiple project assignments simultaneously

Solid knowledge of Banking and Finance industry

Strong Leadership and verbal and written communication skills

Disciplined and organized approach

Eagerness to learn, good initiative and flexibility

Eagerness to teach and to share their skills with team members

Nice to have

Experience in Hogan & delivery projects

Other

Languages

English: C2 Proficient

Seniority

Senior

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