The SDM role provides:
Customer service relationship management.
Operations management for the customer.
Line-Management of employees.
Service improvement planning and application.
Opportunities to deliver further services and skills for the customer.The SDM has responsibility for all services delivered to their respective customer account(s) and the associated customer relationship management. The SDM should also aspire to achieve “trusted advisor” status within their account(s).Customer Service Relationship Management
Build partnerships by investing time to understand the detail of what we are delivering and whether we are meeting our customers’ expectations.
Maintain close relationships with managers of all areas where company personnel are deployed. Strive to attain “trusted partner” status with each customer contact and seek to build new relationships in and knowledge in other areas.
Ensure that our interactions with the customer are appropriate to the engagement. Agree how the engagement will work best for the customer in advance.
Ensure regular service review meetings are held with an agreed agenda, minutes and identified actions for resolution.
Ensure adherence to any defined Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s) and Key Performance Indicators (KPI’s) that are in place.
Be available to assist in resolving customer issues and in taking requests for additional services.
Ensure that senior management and the account team always well informed, ensuring coordinated communication with the customer and a consistent message and approach is experienced at all times by the customer.
Maintain regular dialogue with the customer to gain a pipeline of future requirements, feeding back to the account team and resourcing team.
Operations Management in respect of the service engagement
Responsible for ensuring that contractual commitments made to the customer are clearly defined and delivered.
Maintain management information systems (i.e., those used for Resource Planning or Managed Service delivery metrics, attendance management and revenue forecasting and billing) and meet internal reporting requirements.
Manage and collate timesheet information for timely authorisation and invoicing.
Work with Sales and Commercial teams to ensure that the legal framework and billing framework are in place and up to date with each client. Escalate any perceived risks in this respect when necessary.
Assist in ensuring that there are timely payments of invoices by customers.
Ensure that contractually committed terms and deliverables are understood, recorded and communicated to all interested parties and that performance in respect of these is captured within the relevant timeframes and reported within the agreed processes (or as a minimum, within the service review meetings with the customer).
Interface with the resourcing team to ensure that the overall resource pool is effectively managed and deployed to best advantage at any given time.
Ensure validation of any resourcing opportunity raised, ensuring the requirement is a real need, there is budget planned and seek clarity with the customer on the actual requirement, skillset and cultural fit.
Ensure that all customers’ specific documentation, such as site packs, are kept up to date and that all employees are aware of the appropriate information.
Where necessary, ensure that Statements of Work (SOW) are appropriate, accurate and relevant, ensuring the correct quality assurance controls have been metprior to the submission to the customer and formal agreement.
Ensure that governance and controls process as agreed by the D&O Director and SMO are adhered to.
Ensure that Statements of Work (SoW) are produced and correctly authorised prior to submission to the customer.
To supply regular and accurate reporting as requested by the D&O Director such as, but not limited to, weekly forecast reports, service and performance dashboard reports.
Service improvement planning and application
Initiate and deliver service improvement plans to the customer; document and distribute service improvement plans showing vision, benefits, effort and action plan.
Opportunities to deliver further services and skills for the customer.
The SDM has the responsibility to identify opportunities for the lines of delivery within company's capability. The appropriate managers should be made aware of opportunities and as much background and supporting information gathered by the SDM to assist in servicing this new sale opportunity.
The Delivery & Operations Director, whilst working closely with Sales, Operations, Resourcing and Finance.
Other Key Skills/Technical/Product Knowledge
Key success criteria: