Delivery Manager

Summary:
The Delivery Manager of Cleo B2B Cloud Managed Services will manage an assigned group of managed services accounts. The Delivery Manager will be the client's primary point of contact and owns the client's service delivery and experience. The Delivery Manager manages general Service Delivery functions while ensuring service levels agreements and contract expectations are met, follow-up items are addressed, and successful delivery and coordination occurs across all stakeholders.
EDI Knowledge is a plus
Ability to build strong, long term client relationships Project Management skills are essential
Strong communication and client facing skills
Primary Duties & Responsibilities
Manages resolution of perils while initiating interdepartmental meetings to resolve client issues and drive to closure.
Serve as the central point of contact for B2B Cloud Managed Services clients, expand client relationships and ensure we meet or exceed customer expectations.
Serve as a point of escalation and determine appropriateness of escalations and ensure service delivery of all issues from B2B Cloud MS clients by enforcing escalation and ticket handling processes.
Prepare monthly Reports for Managed Service clients and management, highlighting any service exceptions, timelines, issues, risks, and SLAs.
Conduct recurring status meetings to provide regular updates to the customer on the progress of open tickets, SLAs, incidents, RCA, and projects.
Communicate relevant information to keep the customer appraised product enhancements and planned maintenance windows.
Maintain quality service by enforcing quality and MS standards which includes analyzing and resolving quality/service problems, identifying trends, and recommending system and/or product enhancements.
Collaborate with MS Manager to develop processes, standards, and procedures for the Managed Services team consistent with department strategy and vision.
Assist in pricing of new requests
Education
Bachelor's degree in a technical or business or equivalent years of experience
• Service Delivery

• Provides single point of contact and accountability to the client for all Service-related
• Proactively works with the client and production support teams to provide a seamless
• Manages the delivery of all Cleo services from the various functions to the client
• Ensures all services are delivered according to the contract
• Handles escalations for delivery and acts as a client advocate to ensure consistent service and ongoing satisfaction with standard production support processes.

• Problem Management

• Triages incident list on daily basis to identify issues/missed SLA's and communicates

proactively with the client.

• Reviews monthly, incident trends to identify underlying problems
• Works with Cleo cross functional organizations to resolve problems
• Coordinates the fixes to resolve the problems

• Change Management

• Manages the intake of change requests for M/A/C (Move/Add/Change) activities
• Coordinates the development of change requests
• Manages the implementation of all change requests to the production
• Ensures timely responses and deliveries to

• Program Management

• Delivery Manager coordinates all production changes to ensure continuity and communications between, incident, problem, and changes.
• Manage the delivery of small projects and change
• Coordinate problem resolution deployments
• Provide oversight of Production activity to ensure monitoring, exception management and incident management services are being delivered per the contract and SLA's.

• Client Meetings/Communications

• Delivery Managers are responsible for communicating effectively to the client and facilitating structured meetings.
• Organize client meetings at mutually agreed upon times and frequency to:
  • discuss new and existing change requests
  • review open incidents and production status
  • Consult clients on potential and new projects
• Notification and coordination of scheduled maintenance activities
• Set expectations
• Ensure contract compliancy
• Delivery Managers should also communicate effectively to internal teams:
  • Keep Sales informed of important activities going on within the account such as new business opportunities, service issues, and any other impacting events.
  • Keep internal teams informed of upcoming activities that may impact resource plans, production processing, staffing, etc.

• Reporting

• Deliver standard and/or contractual SLA reports to customers
• Provide standard Dashboards to Clients
• Manage the operational aspects of monthly/quarterly Business Reviews with clients:
• Problem trends, strategic direction

• Help Desk, Throughput, and Availability Trends
• Change Request performance

Billing

• Review monthly billing to ensure proper monthly fees are invoiced according to contract terms
• Ensure accurate and on-time billing
• Deliver any additional monthly invoice details as required by the customer
• When required, work with AM & sales ops on any necessary credits (ie. SLA breach, billing errors, etc)

• Escalation Management

• Delivery Managers are responsible for ensuring the client's solution is running as expected. They are the client advocate and the initial escalation point for the customer if the normal process fails.
• Educate customers on how to report and escalate severe production issues through Cleo Client Services team.
• Act as an advocate for the client by getting the right level of attention brought to the

client's production issue

• Put together improvement plans to resolve recurring issues on the customer's behalf

• Client Satisfaction

• Delivery Managers are responsible for ensuring the client's overall This is a critical evaluation point for each DM.
• Ensures client response to Cleo
• Works with client to clarify any issues or manage
• Works across Cleo cross-functional organizations to develop and manage action plans for any negative survey items.