Delivery Manager - Client Success

In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capabili ty solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.

About Avanade

By joining the UK Delivery Centre, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services & solutions.

We are a diverse team, and we are proud of our culture that welcomes every individual.

In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude.

We promise to invest in you and help give you the platform for continuous learning and development.

Responsibilities

• Building and maintaining strong customer relationships will be at the heart of your role.
• You will act as a trusted advisor to our clients, understanding their business needs and objectives, and providing tailored solutions to help them achieve their goals.
• Your ability to foster and nurture these relationships will be crucial in driving customer satisfaction and long-term success.
• Experience collaborating closely with development and testing teams in a continuous integration methodology to successfully bring additional service components into production and ensure their ongoing commercial success, is essential.
• Come Join Us.
• 1.
• Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework. · Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded. · Coordinate with internal teams to ensure seamless service delivery and address any issues promptly. · Develop and implement service improvement plans to enhance service quality and efficiency. · Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment. · Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment. · Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.
• 2.
• Build and maintain strong relationships with clients, acting as their primary point of contact. · Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals. · Monitor client satisfaction and proactively address any concerns or issues. · Conduct regular
• Reviews with clients to review their progress and address any needs or challenges. · Identify opportunities for upselling and cross-selling additional services or products to clients.
• 3.
• Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction. · Collaborate with clients to develop strategic plans that align with their business objectives. · Provide client with regular service analysis and develop ideas for service improvements. · Ensure effective communication with clients to manage expectations and demonstrate value.
• 4.
• Prepare and present regular reports on service delivery performance and customer satisfaction metrics. · Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.
• 5.
• Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success. · Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.
• 6.
• Acts as a point of contact for day-to-day guidance and helps foster a positive, productive working environment.
• 7.Enabling Change Supports transformation efforts and helps drive adoption of new technologies or processes with customers and internal teams.

Requirements

• The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facin g roles.
• Support & Collaboration Has experience working with and guiding peers or virtual teams.
• Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions.
• Contributes to change initiatives by sharing feedback, identifying opportunities, and helping others navigate new ways of working. .
• Skills and experiences
• Must be Eligible for Security Clearance We are looking for the following experience profile: · 3 to 7 years of experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience · Proven track record in operational and service management, with prior experience in Service Management as a key member of the support function for a consulting or IT services provider. · Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions within their organisation. · Extensive experience in driving collaborative decision-makin g, resolving conflicts, and effectively communicating, with the ability to present confidently to both large and small audiences, including C-Level Executives. · Strong multi-tasking skills and the ability to thrive in a dynamic environment with constant change, addressing emerging challenges effectively. · Proven capability to innovate and drive service improvement roadmaps. · Excellent interpersonal and communication skills, including proficiency in written and presentation skills. · Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions · Demonstrable experience in the following: Customer Success Technical account management Service Delivery Project management
• Influencing senior-level leaders

Preferred

• Relevant professional certifications e.g. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent certification.
• Prosci or equivalent Change Management certification Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions .