Customer Delivery Manager

The Customer Delivery Manager (CDM) ensures the successful and the delivery of all Auxilion’s offerings (Projects, Services, Consulting…) to our customers, ensuring they meet the highest standards of quality and efficiency. The role of CDM involves oversight of the overall delivery experience, collaborating with internal teams across Auxilion’s Commercial, Customer Delivery and Shared Services divisions, and influencing key stakeholders to enhance the customer experience for their assigned customer accounts. It involves maintaining strong relationships with customers, delivery teams and vendors.

The ideal candidate will have a strong background in Customer Engagement with experience in IT Service Management, Project Management, People management and a passion for Delivery excellence.

Customer Delivery and Operations Oversight:

• Oversee the delivery of all Auxilion engagements into assigned customer accounts (Project, Services, Consulting etc), ensuring compliance with SLAs, KPIs, and contracts.
• Monitor performance, proactively address issues, and implement corrective actions.
• Conduct regular reviews with customers to gather feedback and identify improvements.
• Ensure projects are delivered on time, within budget, and to quality standards.
• Coordinate with internal teams for seamless customer delivery.
• Collaborate with account and customer success managers.
• Understand client expectations and develop strategies to exceed them.
• Work with Commercial & Customer Delivery teams to identify new opportunities and add value.
• Report performance to clients and the business as per governance standards

Customer Relationship Management:

• Manage stakeholder relationships, liaising with senior managers and key stakeholders.
• Build and maintain strong, long-term customer relationships.
• Develop and manage governance structures, ensuring proper processes and procedures.
• Act as the primary contact for inquiries, escalations, and change requests.
• Proactively communicate service/project updates, incidents, and maintenance activities.
• Own the Change Control process, tracking changes and capturing value-add opportunities into assigned accounts.
• Ensure customer satisfaction for the engagements delivered.

Continuous Improvement:

• Identify opportunities for improving delivery processes and implement changes.
• Stay updated with industry trends and best practices, incorporating them into the delivery strategy.

People:

• Lead and mentor the delivery team, ensuring their performance and development.
• Allocate resources to meet service demands and optimize team utilisation.
• Manage all resources, including permanent staff and contractors.
• Work closely with the team to develop leads in cost and team management.
• Oversee recruitment and support service teams.
• Ensure training and development programs are in place, collaborating with people and Talent team.

• Excellent verbal and written communication skills for interacting with clients, stakeholders, and team members.
• Commitment to delivering high-quality services that meet client needs
• Building and maintaining strong relationships with clients to ensure their needs are met and expectations are exceeded.
• Developing and implementing strategies to improve service delivery and align with business goals.
• Managing budgets, forecasting costs, and ensuring financial efficiency in customer delivery operations.
• Leading and motivating teams to achieve high performance and meet service delivery objectives.
• Analysing service & project performance data to identify trends, areas for improvement, and opportunities for enhancing service delivery.