Adaptavist – Managed Services Delivery EMEA Senior Service Delivery Manager – French Speaking London

The Adaptavist Group

About the role

The role of the Service Delivery Manager is to maintain and nurture relationships with existing customers, to retain and increase their satisfaction with the Adaptavist Managed Services portfolio of offerings. The position will manage a range of Managed Service (MS) clients of varying importance through activities such as supporting MS sales activities, excellent service delivery execution, reporting and client onboarding. The SDM ensures profitability of the services delivered and oversees the planning and execution of technology operational changes, support and maintenance to meet contractual needs and handle Incident Management.

Using ITIL practises, the SDM will be the day-to-day representative of the MS team, interacting frequently with the client to ensure requirements are understood and expectations are met, acting as a customer champion within our technical team, and ensuring technical concerns and opportunities are understood by the client. In addition to being the key point of contact between their Managed Services clients externally, the SDM will be responsible for working directly with the Managed Services team. They will also collaborate closely with Account Managers, Customer Success Advocates, Project Managers, Commercial Operations, Finance and Sales to ensure the customer has an unparalleled customer experience.

What you’ll be doing

• Leads regular client reviews to discuss technical and commercial issues
• Acts as the primary point of contact on key accounts for issues, escalations, questions and requests and coordinates with appropriate internal and external stakeholders accordingly
• Builds rapport and relationships with account influencers in their portfolio through a variety of social engagements where identified and required
• Ensures Service Level and Operational Level Agreements are managed and met, and leads potential dispute resolution around Service Level Agreements between Adaptavist and the client
• Conducts value add monthly/quarterly business reviews with customers to ensure key account retention and customer satisfaction
• Work with Account Management/Sales to aid in the development of customer account plans
• Carries out Client Service Management, reporting on monthly activities, SLA adherence, ticket activity trends etc.
• Manages the commercial and financial aspects of the service contracts and Service Level Agreements, in order to fulfill monthly accrual revenue and margin data for C-level executives
• Internal Service Management, reporting on the profitability of services
• Works closely with both the Sales/Account Manager opportunity owner and the MS Team Leads in the pre-sales process to successfully qualify, scope and propose optimal solutions for prospective MS customers
• Defines and negotiates Service Level Agreements
• Conducts gap analysis and identifies opportunities for upsell/service improvement and revenue growth for existing MS customers
• Acts as an advocate for external and internal clients, potential partners and industry players

What we’re looking for

• Experience in a comparable service delivery management role
• Fluent in French, written and spoken
• Previous exposure to ITIL frameworks
• Skilled in building rapport, client trust, and developing long-term relationships
• Ability to work seamlessly in a team-oriented environment
• Ability to handle a variety of tasks independently and efficiently
• Proactive, persuasive, energetic personality
• Intelligent, with a focus on finishing tasks
• Detail oriented and clear communicator with superior organisation skills
• Strong communication skills and confident with working with stakeholders at all levels
• Experience in incident, problem and change management
• A general understanding of the pre-sales process in a services context
• Working experience with business development teams on proposals and pitches

A few nice to haves

• Knowledge and or experience of various IT digital transformation themes: Cloud, ITIL, Agile, DevOps, Work Management
• Knowledgeable in a wide variety of ecosystems including Atlassian, Gitlab and
• Experience of contributing to Client-facing Service Reviews and other workshop activities

At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.

We look forward to your application!