Client Delivery Manager/ Service Delivery manager
- CIRCANA
- 14 - 18 years
- Bengaluru
- 27 days ago
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Job Description
Client Delivery Manager
Lets be unstoppable together!
Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data platform help clients measure market share, uncover consumer behavior, and drive growthpowered by six decades of expertise and an expansive, high-quality data set.
At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. Were a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified by Great Place To Work. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at www.circana.com.
Role Overview
In this role you will be part of the client delivery team supporting a number of global Circana Private Cloud clients. As an organization Circana focus on driving Clarity out of the Complexity of our clients data portfolio, market dynamics, and customer behavior. You will work collaboratively with various internal team members as well as external vendors and clients to deliver best-in-class reporting and analysis.
Job Responsibilities
- Service Management: Oversee the delivery of services to clients, ensuring they meet quality standards and align with contractual obligations.
- Client Relationship Management: Build and maintain strong relationships with clients, acting as the primary point of contact for service-related inquiries and issues.
- Team Leadership: Manage and mentor a team of service delivery staff, providing guidance and support to ensure effective performance.
- Performance Monitoring: Track key performance indicators (KPIs) to assess service delivery effectiveness and identify areas for improvement. Work on capacity management reports
- Problem Resolution: Address and resolve service delivery issues promptly, implementing corrective actions to prevent recurrence.
- Process Improvement: Identify opportunities for process optimization and efficiency improvements within service delivery operations.
- Reporting: Prepare and present regular reports on service performance, including metrics, trends, and client satisfaction levels.
- Coordination: Collaborate with other departments (e.g., sales, IT, support) to ensure seamless service delivery and alignment with business objectives.
- Budget Management: Assist in managing budgets related to service delivery and ensure cost-effective operations.
- Training and Development: Ensure team members receive adequate training and development to enhance their skills and service delivery capabilities.
- Compliance: Ensure that all service delivery activities comply with relevant regulations, policies, and industry standards.
- Strategic Planning: Contribute to the development of strategic plans for service delivery that align with the overall goals of the organization. to aid self-service usage.
- Incident Management: Ensure Incident Process is followed, during a P1 be on point to align with stakeholders.
- Change Management: Ensure Change Process is followed, Facilitate CAB and any queries raised by stakeholders
- Problem Management: Attend Postmortem Reviews, Chase open problem tickets, Drive a Service Improvement Plan
- Security Management: Help chase and track open vulnerabilities, Support Security teams with any crossover service issues
- Documentation: Manage content and work with teams in the delivery of enhanced documents
- Reporting: Create a Service Pack for our stakeholders and help with the delivery of an outage report. Once created present these to leadership and our key stakeholders
- Engagement: Build and maintain a strong relationship with our stakeholders, enhance relationships with our product teams
- SPOC (single point of contact) for operations of Infrastructure management
- Responsible for leading the infra setups, configuration, go-live and post implementation support
- Manage offshore time zone escalation, triage management and incident and problem resolution
- Drive discussions and control the interactions with various IT vendors
- Building operational processes and managing the customer service levels/SLAs and improve customer support metrics
- Define best practices and standard operating procedures (SOP) for production operations & support
- Manage Infra support metrics publishing and review and drive RCA with the teams
- Align internal and vendor teams and ensured successful delivery/operational management
- Represent the ITO team on cross-functional projects
- Be aligned to the client goals and KPIs and review progress with key stake holders
- Drive process and efficiencies to delivery better value to the client per discussions with the client
Requirements
- Bachelors Degree required along with ITIL certification
- 14-18 years of experience preferred
- Passion for consulting utilizing data and analytics.
- Experience with managing business with Incident, Problem and Change Management process
- Problem-Solving Skills -Strong analytical skills to identify problems and develop effective solutions
- Ability to adapt to changes and work in a dynamic environment
- Leadership Skills: Ability to lead, motivate, and manage a team effectively
- An inquisitive orientation to problem-solving and analysis
- A strong commitment to delivering exceptional customer service
- Strong verbal and written communication skills
- Responsiveness and speed with an eye for detail & accuracy
- Ability to work well in teams and with clients in rotational shift
- Ability to balance and prioritize multiple competing tasks
- Creative thinking
Circana Behaviors
Beyond technical skills, experience, and role-specific attributes, these shared behaviors are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviors in their daily work:
- Stay Curious: Being hungry to learn and grow, always asking the big questions.
- Seek Clarity: Embracing complexity to create clarity and inspire action.
- Own the Outcome: Being accountable for decisions and taking ownership of our choices.
- Center on the Client: Relentlessly adding value for our customers.
- Be a Challenger: Never complacent, always striving for continuous improvement.
- Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
- Commit to each other: Contributing to making Circana a great place to work for everyone.
Location: This position can be located in the following area(s):
Bangalore/ Pune
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: CIRCANALocation(s): Bengaluru
Keyskills: Client Relationship Management Service Delivery Management Change Management ITIL Certified Incident Management IT Service Delivery
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