Ecommerce Service Delivery Lead — On-Call/Sla Focus

Ecommerce Service Delivery Lead — On-Call/Sla Focus
Lisboa
Lisboa, Lisboa, Portugal

As a Service Delivery Manager, you will be managing one or more key stakeholder accounts, promoting the continuous improvement of productivity, service quality, and customer satisfaction.

The ideal candidate will be highly experienced in managing supplier expectations, outgoing and with strong presentation skills, and able to thrive in a collaborative environment.

Responsibilities:

• Accountable for managing service delivery for one or more client accounts - often across multiple sites and countries.
• Consistent and measured delivery of service to contracted SLA.
• Accountable for robust contract P&L management online with agreed Business Case and Financial Plans targets.
• Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including newservice offers).
• Ensures timely and accurate escalation of client service problems and incidents within appropriate timescales.
• Provides expert problem management support to difficult, high profile customer issues and ensures
  - cause analysis is conducted and a corrective action plan is followed through with any learning applied for the future benefit
• Ensures the client's contractual targets and measurements are supported by
  -
  - back supplier commitments.
• Support in identifying the same