What are the responsibilities and job description for the Service Delivery Manager position at Netsmart?
Responsible for ensuring Netsmart services and solutions provide an unrivaled client experience producing exceptional client satisfaction.
Responsibilities
Provide and support oversight and management on all aspects of a service or solution, driving communication across multiple internal groups (sales, consulting, engineering, and support) with the primary mission of ensuring Netsmart solutions deliver an excellent client experience.
Manage and grow client relationships with new and existing clients.
Facilitate meetings with client leadership and implementation teams providing critical solution statuses and / or updates.
Understand the business outcomes required to support customer services.
Analyze, identify and drive critical and escalated issues to resolution.
Track internal OLA metrics, provide clients with SLA management and reporting metrics.
Ensure change management procedures are being followed internally and communicated to clients.
Collaborate and lead SDM initiatives, mentor and guide other team members.
Qualifications
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Required :
Bachelor’s degree or equivalent relevant experience.
At least 3 years of client relationship experience with proven ability to grow and maintain client relationships.
Preferred :
Broad technology background.
ITIL Practitioner Certification or greater.
Experience in multiple areas including Service Strategy, Service Design, Service Transition, and Service Operation with Continual Process Improvement.
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