Customer Success & Delivery Manager

Discover SabancıDx!

As SabancıDx, Turkey's leading technology company, we provide our clients with innovative solutions they need in a competitive environment. We address all their cloud technology needs holistically and prepare them for future technological demands with our managed technology services and products developed for digital transformation.

Offering a single point of service for cloud solutions and managed services, we empower businesses with innovative technology solutions that enhance productivity and success. Through our AI-Powered Hybrid Cloud Solution Center, we combine global capabilities with local needs to deliver flexible and reliable solutions for our clients in Turkey and around the world.

Because the Future Is Today! 🌍 Learn more about Our’s strong solutions that shape tomorrow. 👉🏻 https://www.sabancidx.com/en/about-us

We are in search of a dynamic and seasoned individuals to fill the role of “Customer Success & Delivery Manager” within our team. In this pivotal position, you will take charge of guaranteeing the seamless delivery of services and projects, ensuring they are executed timely, within budget, and to the utmost quality standards. Your primary focus will involve close collaboration with our valued customers, as you delve into their needs, expectations, and challenges. Your mission will be to craft strategic approaches that not only meet their requirements but also generate the anticipated value through our suite of services and projects. If you are driven, experienced, and ready to make a significant impact, we invite you to join our team.

Responsibilities:

• Leading the end-to-end delivery of services/projects, taking full ownership from handover to closure.
• Managing the timely, budget-conscious, and high-quality delivery of services/projects within the scope of the customer contract.
• Collaborating closely with SabancıDx service lines, support functions, and subcontractors to ensure the seamless implementation and operation of services/projects.
• Engaging closely with customers to comprehend their needs and expectations, and developing strategies to meet them.
• Cultivating robust relationships with clients and serving as their primary point of contact throughout the entire service/project lifecycle.
• Advocating for the customer and representing their interests within SabancıDx.
• Ensuring that services/projects surpass customer expectations.
• Proactively monitoring and resolving customer service tickets and complaints within SLA limits.
• Maintaining a comprehensive overview of services/projects, including schedule, budget, scope, and quality. Taking charge of the preparation and execution of weekly, monthly, and quarterly status meetings and reports.
• Proactively monitoring customer service metrics, swiftly intervening and implementing solutions for disruptions or any signs of performance degradation.
• Meeting revenue and margin targets for services/projects, ensuring timely invoicing and collections.
• Managing service/project margins by controlling costs, handling variations, and providing regular financial forecasts and status reports as required.
• Initiating actions to prevent or minimize non-conformance costs and seizing opportunities to enhance project financials.
• Negotiating change requests for scope extensions.
• Identifying and assessing risks and opportunities, defining appropriate measures to mitigate risks or capitalize on opportunities, and ensuring prompt and effective actions are taken.

Qualifications:

• Bachelor’s degree in engineering, business, or a related field
• Minimum of 10 years of hands-on experience in project management, specifically with a focus on IT services and/or IT infrastructure.
• Strong experience in successful delivery of services/projects through their entire life cycle.
• Solid experience in managing large, complex services/projects involving multiple stakeholders.
• Possessing a keen commercial awareness, the candidate should be adept at actively contributing to commercial and contractual matters.
• Strong communication, interpersonal, and leadership skills are a must, allowing the candidate to work independently and collaboratively within a team.
• Excellent analytical and problem-solving abilities, coupled with the capacity to manage multiple projects concurrently.
• Ability to work under pressure and meet tight deadlines.
• Strong understanding of project management methodologies and best practices.
• PMP certificate is an advantage,
• Fluency in English.
• Flexibility for travel when required.

Here in SabancıDx, our journey is to find the best version of ourselves and to create the best future together. 🌱

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