Senior Relationship Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $150,000 - $225,000
Job Title: Service Delivery Manager

Overview:

This critical role is responsible for enhancing long-term customer relationships through daily monitoring and continuous review of Operations and Support processes.

The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to partner with various internal departments to deliver superior customer service.

Key Responsibilities:

  • Monitor and maintain service levels to ensure client success
  • Work closely with Global and Regional Heads of Delivery to oversee operational control gates
  • Evaluate risks and escalate to the steering group and executive management as necessary
  • Collaborate with On-Boarding and Upgrade teams, Client Management, and Global Operations Centre to ensure process adherence and client management throughout their life cycle
  • Identify opportunities for process improvement based on data and enhance reporting of operations both internally and to senior client teams

Business Recovery Management:

  • Mobilise Major Incident process from a CRD perspective
  • Lead and drive priority incidents for key clients
  • Analyse data and build reports for internal and external stakeholders

Requirements:

  • Minimum 8 years of Financial/Software Services industry background with financial market information systems experience preferred
  • Experience in Services/SaaS environment with a focus on Service Management
  • Strong analytical mindset to generate Management Information using ServiceNow and SalesForce
  • Proven ability to partner with internal departments to deliver superior customer service

Preferred Qualifications:

  • Bachelor's Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering, or related field

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