Customer Delivery Manager, French/Italian

This is a fully remote position, open to applicants in Bulgaria, +1 more country.

📋 Description

• Oversee the delivery of high-value and within-scope contracted services across various service delivery towers.

• Ensure that performance objectives, cost commitments, service excellence, and delivery targets are achieved.

• Lead the resolution of incidents and coordinate customer service requests effectively.

• Guarantee that Service Level Agreements are consistently fulfilled.

• Analyze trends, identify recurring issues, and implement root-cause solutions.

• Review customer demand, supply status, and associated risks; track progress with the Supply Chain.

• Monitor service performance, customer satisfaction, and financial indicators.

• Lead escalation processes and prevent future delivery risks.

• Manage the lifecycle of Requests for Change and approved contract modifications.

• Forecast revenue and oversee expense and cost targets.

• Enhance profit margins, minimize waste, and execute recovery strategies for underperforming accounts.

• Analyze cost drivers, usage trends, and customer insights to identify opportunities for delivery enhancements.

• Conduct customer value reviews and convert operational KPIs into strategic value propositions.

• Develop account roadmaps and strategize for customer growth.

• Identify unmet customer needs and incremental revenue opportunities for sales teams.

• Serve as a trusted advisor, providing industry-specific subject matter expertise.

• Promote cross-organization optimization, knowledge management, and customer engagement initiatives.

• Cultivate and maintain executive-level client relationships alongside the Account Manager.

⛳️ Requirements

• Bachelor’s or Master’s Degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent work experience demonstrating competence.

• Generally, 3-5 years of professional experience, ideally in ITIL/ITSM, business, customer support, or a related area.

• Proficient in English.

• Proficient in French and/or Italian.

• Strong collaboration, influencing, and negotiation skills within cross-functional teams.

• Capability to manage conflicts and navigate complex situations.

• Ability to apply business acumen with a results-oriented mindset.

• Comfortable operating in a remote, virtual work environment.

• Service management certifications such as ITIL or Six Sigma are desirable.

• Proficient in MS Office.

• Experience with reporting tools and data management.

• Strong analytical skills.

🏝️ Benefits

• Equal employment opportunity protections.

• Personal data protection and confidentiality throughout the selection process.

• Flexible remote, virtual work environment.