Summary
We are seeking a Service Delivery Manager to join our Shared Services Delivery Team. This role works in close partnership with our customers, ensuring high-quality delivery and driving overall operational excellence. You will play a pivotal role in maintaining the client relationship and being part of the broader team that supports our clients’ environments. Together we do what matters.

Key Responsibilities
•    Act as the primary liaison for assigned clients, building trust and proactively overseeing their IT needs and client relationship.
•    Monitor service delivery, troubleshoot issues, and coordinate rapid resolution to maximise uptime and user experience.
•    Provide clients with regular service delivery reports, highlighting system health, service metrics, and actionable insights.
•    Grow revenue by identifying upsell and cross-sell opportunities.
•    Cultivate long-term partnerships with clients, vendors, and internal teams, acting as a trusted advisor for technology delivery.
•    Champion client interests and feedback within Avanade, driving service improvements and innovation.
•    Organise client meetings, business reviews, and educational events to enhance engagement and demonstrate value.
•    Follow delivery management and governance guidelines for managed service portfolio.
•    Drive contracts to utilise the relevant suite of delivery tools and systems to enhance delivery rigor. 

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Skills and experiences
•    Minimum 3 years’ experience in client success or account management, within an MSP or IT services environment.
•    Good communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
•    Strong negotiation, problem-solving, and analytical abilities, especially relating to IT solutions and service delivery.
•    Highly organised, self-motivated, and results-driven, with a passion for technology and client satisfaction.

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