Service Delivery Partner

About the Role

The Service Delivery Partner with account management responsibilities plays a critical role in ensuring the effective delivery of services to clients while fostering strong strategic relationships. This position requires demonstrable experience working with Government Digital Client Departments as well as the ability to adopt a consultative approach to understand client needs deliver tailored solutions and position the company as a trusted partner.

You will be accountable for overseeing service delivery performance contract execution and client satisfaction while identifying opportunities for growth and continuous improvement. Working closely with internal teams you will ensure that services are delivered to the highest standards meet contractual obligations and align with client objectives.

Working Pattern: Hybrid 3 days in the office 2 days remote

Key Responsibilities (including but not limited to):

Client & Account Management

• Build and maintain long-term trusted relationships with key clients.

• Act as the primary point of contact for client stakeholders.

• Identify opportunities for account expansion through upselling and cross-selling.

• Manage contract negotiations renewals and compliance with agreed terms.

Service Delivery Ownership

• Lead and line-manage the in-house professional services team to deliver contract commitments.

• Monitor service delivery performance against KPIs and contractual obligations.

• Ensure client objectives are consistently met while driving improvements in service quality.

• Oversee day-to-day delivery operations ensuring risks and issues are addressed promptly.

Strategic Leadership

• Serve as a trusted partner to senior client stakeholders providing consultative guidance.

• Collaborate with cross-functional teams to align client goals with company solutions.

• Conduct regular account and service performance reviews presenting insights and recommendations.

• Drive continuous improvement initiatives to enhance efficiency client satisfaction and business outcomes.

Key Competencies

• Customer focus and relationship management

• Strategic thinking and business acumen

• Process improvement mindset

• Decision-making and accountability

• Team collaboration and leadership

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