Qualifications
Key ResponsibilitiesManage the successful delivery of projects and services, ensuring all contractual obligations are fulfilled. Monitor project health using metrics-based assessments and implement corrective actions as necessary. Lead Engagement Steering Committees and operational meetings, tracking action items and reporting progress. Develop and execute engagement improvement strategies to enhance service delivery. Foster continuous improvement initiatives that benefit both customers and Zifo. Oversee operational aspects such as staffing, invoicing compliance, and contract renewals. Build and maintain strong customer relationships at all levels to enhance overall customer maturity. Conduct Customer Satisfaction (CSAT) assessments and implement focused improvement plans. Support business development efforts through account mining and RFP pursuits. Provide performance feedback on Zifo resources to line managers. Offer strategic consultative guidance to customers, identifying business and technical challenges. Provide thought leadership by sharing insights into industry trends. Mentor and motivate cross-functional project teams globally. Ensure a seamless customer experience across various Zifo service teams. Resolve conflicts between service lines with a focus on customer interests. Serve as the primary escalation point for Zifo, delivering timely and effective resolutions.
About the job
Join our dynamic team as a Service Delivery Manager in Boston, MA! This hybrid role requires regular on-site presence at client locations.
The Service Delivery Manager (SDM) is crucial for ensuring Zifo meets all contractual obligations related to our customer engagements. Acting as the central point of contact, the SDM facilitates collaboration between customers and internal Zifo stakeholders, delivering exceptional service tailored to client needs.
In this role, you will provide strategic and technical leadership, leveraging your consulting and project management expertise to analyze customer requirements and identify opportunities for improvement. Your focus will be on ensuring that Zifo delivers solutions that align with our customers' objectives and goals.