Service Delivery Executive (SDE) (Riverhorse Valley) at Altron Managed Solutions

Job Description

We are looking for an experienced Service Delivery Executive to be responsible for engaging with key customers by building and preserving trusting relationships. Primarily the Service Delivery Executive will manage a cluster of high value customers with a focus on Outsourcing, Service Desk and annuity-based projects. This role calls for an analytical person, focused on every detail leading towards customer satisfaction, project delivery, milestone management, scope of work management, profitability and finally – stability.

To be successful as a Service Delivery Executive, you should possess excellent communication skills and maintain the core values of the organization. Ultimately, an outstanding Service Delivery Executive will work closely with all areas and aspects of our delivery engine, our legal and finance departments, our BDM’s and Executives.

Service Delivery Executive Responsibilities:

• Building and maintaining profitable relationships with key customers.
• Overseeing the relationship with customers handled by your team.
• Resolving customer complaints quickly and efficiently
• Timely communication of activity within the accounts to all relevant parties within Altron
• Keeping customers updated on the latest products and solutions in order to increase value within the account.
• Meeting with managers in the organization to plan strategically.
• Expanding the customer base by upselling and cross-selling through our network of BDM’s.
• Understanding key customer individual needs and addressing these.
• Conducting business reviews using CRM programs.
• Knowing your competition and strategizing accordingly.
• Contract management
• SLA management
• Reporting and dashboarding internally and externally
• Orchestrating and coordinating the various teams within Altron to ensure timely delivery milestones are met
• Excellent skills in pulling together diverse, multi-party, multi-vendor entities to ensure resolution of any P1 or critical situation within the customer set.
• Administratively sound
• Properly validate, clarify, and assess needs of customers on an ongoing basis.
• Set up KPIs and keep track of key account metrics.
• Communicate the progress to both internal and external stakeholders.
• Manage Pipeline and CRM with a focus on accuracy, reliability, detailed descriptions
• Be a highly confident negotiator
• Be a highly confident Story Teller
• Demonstrate a successful track record of performance
• Be astute in dealing with multiple parties
• Demonstrate experience in collecting competitive intelligence, market intelligence as well as industry trends
• Have a high proficiency in Excel and PowerPoint as table-stakes
• Be excited about working cross-industry and having a solid mix of accounts
• Have a high proficiency in formulating and presenting Strategic Account Plans as well as executing against them with precision
• Be a champion of ownership – right the way through to conclusion
• Manage your book of business with precision, from invoicing to debtors, from delivery to installation, from running to optimization, from revenue to maximizing profit
• Always demonstrate the highest level of integrity
• Be a proponent of efficiency and optimization
• Want to be part of a winning team - Altron

Service Delivery Executive Requirements:

• A B-Degree or equivalent experience.
• A minimum of 5 years’ experience.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• Experienced as a senior Account Manager in ICT managed services.
• Knowledgeable in Infrastructure, Cloud, and Data
• A team player with leadership skills.
• Maintain a positive attitude focused on customer satisfaction.
• Be able to travel