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Senior Service Delivery Manager (6563-651)

PFS Company Statement:
PFS is a global commerce services company. We help leading brands deliver exceptional commerce experiences worldwide. We are a diverse team with distinct interests, skills, and backgrounds collaborating across all facets of commerce?from business consulting and design to technology and operations. Together, we take pride in performing at our best to produce the best possible results for our client and their clients.
Company Vision:
We will provide a Full Commerce Solution
We will be World-Class at Every Service we offer
We will engage with our clients as a Strategic Partner
Senior Service Delivery Manager
Job Description
The primary purpose of the Senior Service Delivery Manager is to ensure customers receive the contracted managed services support and drives continuous improvement of productivity, service quality and customer satisfaction
Responsibilities
Take ownership of delivery of services for all assigned clients
Manage client expectations
Manage assigned matrixed resources
Develop strong relationships with internal resources and client personnel
Ensure resources, capabilities and capacity resources meet requirements
Work with clients to formulate processes and procedures
Make certain all established processes and procedures are followed by team members
Manage assigned budgets via financial management system
Provide operational management to assigned team members
Take a lead role in transitioning client to managed services solution
Lead and manage monthly / quarterly business reviews
Work with account teams to help identify and drive new business opportunities
Responsible for client invoicing
Limited travel to client's site
Qualifications
Experienced in working in an ecommerce application environment
Strong communication skills
Experienced in managing global and matrixed team members
Ability to work independently and as a member of a fast-paced environment
Strong client focus and high level of client service expertise
Demonstrates depth of operational service delivery management expertise
Strong development focus
Relevant degree and/or professional qualifications
Minimum 5-8 years of experience in a client facing position
Personal Characteristics
Natural leader that strives to deliver the best possible service
Methodology and tasks driven
Ability to define problems, collect data, establish facts and draw valid conclusions
A well-defined sense of diplomacy, including solid negotiation, conflict resolution and people management skills
Ability to identify key issues; creatively and strategically overcome internal challenges or obstacles

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