Customer Delivery Manager Job Description

Customer Delivery Manager Job Description

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Customer delivery manager provides clinical data in compliance with standard operating procedures, client guidelines, and regulatory agency guidelines.

Customer Delivery Manager Duties & Responsibilities

To write an effective customer delivery manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer delivery manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Work in a customer centric fashion analyzing current and future customer needs and actively developing innovative, cross-functional strategic solutions within Lifecycle Safety service lines to meet customer needs
Oversee testing of various internal websites including My Health, me@JPMC, My Rewards, to determine that benefits data is properly reflected
Develops account plan for the LOB account(s) in coordination with the Customer Executive who owns the integrated, final plan
Owns LOB task order approvals for the account(s)
LOB is responsible for pricing and setting margin and the Customer Delivery Executive owns deal governance and technical certification
Manages projects and/or strategic initiatives
Manages and coaches team of skilled Business Analysts
Provide feedback on team member’s performance for the purpose of the employee’s performance review
Interfaces with Customers and internal Sales/Delivery partners to properly design and assess customer solutions and operating models
Works closely with team to develop the appropriate requirements documents, process maps, training plans

Customer Delivery Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Delivery Manager

List any licenses or certifications required by the position: PMP, ITIL, PMI, EASA, QCAA, CISSP, LOB, CMII, CSCP, APICS

Education for Customer Delivery Manager

Typically a job would require a certain level of education.

Employers hiring for the customer delivery manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Engineering, MBA, Computer Science, Education, Technical, Management, Business/Administration, Graduate, Leadership

Skills for Customer Delivery Manager

Desired skills for customer delivery manager include:

Financial industry/banking operations and business practices with a strong focus on credit and debit cards
Applicable global
Good Clinical Practice guidelines
Google Suite
Lifecycle Safety service lines
Quintiles Standard Operating Procedures
Regional and local clinical research regulatory requirement
Wi-Fi
Enterprise collaboration tools
Information security and compliance

Desired experience for customer delivery manager includes:

Coaching, mentor, motivate and supervise project team members, and influence them to take positive action and accountability for their assigned work
Utilizing your ability to manage major technological changes with stakeholders at the end user level
Responsible for communication management
Escalates issues and risks to senior project management to ensure that possible workarounds
Could also assume responsibility and ownership for strategic initiatives funded projects, and has a great deal of customer contact and accountability
Establishes and manages to critical dates required for on time completion of network activations

Customer Delivery Manager Examples

1

Customer Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer delivery manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer delivery manager
  • Make final decisions on administrative or operational matters and ensure effective achievement of objectives
  • Direct and control call center activities through several department managers within the company
  • Driving consistency, quality and accountability within organizational structure
  • Client and internal integration
  • New client/potential client site and sales visits
  • Schedule flexibility to support peak volume events throughout the year
  • Ensure that those within reporting line are appropriately developed, motivated and empowered and that they deliver appropriate results
  • Ensure a consistent and quality approach to staffing, including recruitment, supervision, scheduling, development, evaluating and defining improvement actions
  • Encourage innovative ideas and practical solutions by building a positive working environment in which diverse staff feels committed to the business, the team and are able to contribute fully
  • Functional and administrative responsibilities and accountability for the execution of the overall project implementation within schedule and budget, performance objectives and in compliance with the contract terms
Qualifications for customer delivery manager
  • Customer Service Management (required)
  • Health and Welfare (preferred)
  • Defined Benefits (preferred)
  • Defined Contributions (preferred)
  • Previous experience in channel technologies and delivering mobile native or hybrid technology
  • Master with online and mobile visual design
2

Customer Delivery Manager Job Description

Job Description Example
Our company is looking for a customer delivery manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer delivery manager
  • Set-up the project team and assign project roles and responsibilities to individuals
  • Define and develop the customer relationship strategy, understand the client environment, determine the client’s interfaces and identify client responsibilities to generate orders/sales
  • Prepares and submits progress reports to the customer and company management
  • Develop and implement the Project Management/Execution Plan and set-up and implement appropriate Project Management Processes and tools according to the Project Management Framework
  • Interface to business operations and finance to ensure overall A&A business is track and performing well
  • Responsible for project risk assessment, monitoring and mitigation
  • Manages and resolves commercial and technical issues between company and its sub-contractors and/or suppliers
  • Ensures full compliance with company safety and quality procedures
  • Manage customer interface and communication for assigned projects/programs
  • Manage customer deliverables for assigned projects/programs
Qualifications for customer delivery manager
  • At least 3 years experience working in an CX role, preferably in a variety of situations
  • He / She should have Bachelor degree, MBA, Other Master degree’s and Ph.D
  • Should demonstrate an experience of connecting with the highest-level executives in customer organization in the context of either solution positioning or project delivery or post launch of the solution
  • Ability to work with and communicate to a variety of audiences, executive level/peer-to-peer/ subordinate/ technical and non-technical
  • Proven ability to work with all levels of an organization and excels working in a team environment
  • Provide leadership structure for customer service interface from scoping stage, through proposal generation, bid defence to service delivery
3

Customer Delivery Manager Job Description

Job Description Example
Our growing company is hiring for a customer delivery manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer delivery manager
  • Ensures financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization and realization
  • Develop specialist expertise in aligned specialist areas, applying them across LSM and SO
  • Work with sales and proposals to ensure rapid, seamless, tailored responses to opportunities
  • Actively contribute at meetings with internal and external stakeholders
  • Facilitate sales activities, and sales presentations (capabilities, bid defenses) and proposal development (strategy, costs and text), as needed
  • Incorporate strategic options when defining project/program scope and processes with customer
  • Develop customer relationship, into partnership mode
  • Oversee client and internal audits and inspections for assigned projects, participating as required
  • Collaborate with other LSM managers to resolve problem areas and customer needs ensuring global consistency
  • Works with Lifecycle Safety service operations constructively in a matrix framework to achieve project and customers deliverables
Qualifications for customer delivery manager
  • Effective verbal and written communication skills including ability to network and lead teleconferences
  • Ability to deliver on multiple projects and manage competing priorities
  • Effective business focus, marketing, sales skills
  • Proven strong presentation
  • Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared accountabilities
  • Independent judgment, negotiating, decision-making, and problem solving skills
4

Customer Delivery Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer delivery manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer delivery manager
  • Creating budget plans in alignment with the above mentioned roadmap and ensure priorities are clear and articulated together with associated risks
  • Providing CX guidance to IT&S service owners wishing to redesign their existing, or create new services
  • Creating SLA reporting for CX across the wide range of IT&S services and implement tooling as required, to assist with such measurement in order to drive consistency
  • Provide enhanced Project or Program management for strategic and complex initiatives
  • Solid experience in forward planning a program of work including resource requirements and allocation to projects, measuring, tracking and predicting capacity and conflicts and resolving these to best meet business objectives
  • Demonstrated experience succinctly summarising to a steering committee and / or key stakeholder group the success measures, risks, contingencies, decisions required and progress across a program of work
  • Ideally conversant with B2B2C and B2C within a financial services/customer centric environment utilising emerging technologies
  • Direct management of people is advantageous
  • Proven, strong internal and external stakeholder engagement and management skills
  • Excellent communication (both verbal and written), documentation, negotiation, organisational and relationship skills
Qualifications for customer delivery manager
  • Effective business acumen and financial analytical skills, tactical planning, budgeting
  • Ability to handle multiple projects with competing deadlines
  • Customer focused with effective relationship building skills
  • Requires frequent domestic and occasional international travel
  • PMP-ACP preferred
  • Proven track record delivering Regional projects and programs
5

Customer Delivery Manager Job Description

Job Description Example
Our growing company is hiring for a customer delivery manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer delivery manager
  • Enjoy working closely with others
  • Energy, enthusiasm, and confidence
  • Ideally relevant tertiary qualifications
  • Documents and contributes towards and maintaining Connections Community which fosters a CX community and houses a repository of CX best practices, innovations and suggestions our playbook and toolkit which the organization uses to design & deliver the desired / intended customer experiences
  • Undertake day-to-day performance mgmt
  • Introduce playbook to new Supplier and validate that all components are implemented
  • Ensure Supplier adheres to SOW requirements, new hire onboarding, billing guidelines, outlier management, call flows
  • Lead the service which will show us as delivering an independent, bespoke service to all customers, wowing them at every opportunity
  • Revolutionise our service strategy and challenge barriers to allow us to stand out from other tour operators and create fans of Sovereign
  • Review service levels on a regular basis to ensure we are listening to our customers’ requirements and exceeding them
Qualifications for customer delivery manager
  • Experience with financial management for both Build and Run (Support) and developing TCO model across Region
  • Experience working with and managing multiple software product vendors and delivery partners
  • Experience with managing senior stakeholders and developing and presenting at steering committee on delivery status
  • Experience creating delivery capability from the ground up and building talented teams including the balance of onshore and offshore model
  • Experience / Exposure in managing / operating PaaS or SaaS or Cloud based model
  • Strong Problem Solving skills and ability to solve unstructured problem and challenge status quote in particular with the new PaaS model

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