Principal Service Delivery Manager

Job summary

This role involves leading the commercial strategy for Service Delivery Management, focusing on customer engagement and account growth for large enterprise clients. The position requires a strong customer-centric approach and the ability to manage P&L responsibilities effectively.

Qualifications

• Minimum of 5 years of experience in Service Delivery and/or Project Management
• Proven commercial mindset with hands-on experience in sales and P&L management
• Fluent in English, comfortable in an international environment

Responsibilities

• Develop and implement customer development plans to drive growth and satisfaction
• Manage the commercial performance of assigned customers, including P&L and profitability
• Oversee OSA renewals and strategies to enhance contract value
• Lead account planning teams and facilitate governance meetings and workshops
• Cultivate strong relationships with stakeholders, including C-level executives
• Ensure efficient and effective service delivery in line with SLAs and KPIs
• Assist in budget planning, forecasting, and risk management
• Identify opportunities for cross-selling and service enhancements
• Promote continuous improvement and demonstrate value to customers

Skills

• Strong customer-centric mindset
• Excellent relationship-building and communication skills
• Strategic thinking and problem-solving abilities

Education

• Relevant degree or equivalent experience in a related field

Tools

• Familiarity with service delivery management tools and methodologies