Service Delivery Manager at Bounteous

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Digital Transformation, Consulting, TechnologyIndustries

Requirements

Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Responsibilities

Serve as the primary point of contact for assigned customers, managing escalations and acting as the focal point for satisfaction-related issues
Build and nurture strong client relationships, striving to achieve the highest levels of customer satisfaction, trust, and retention
Articulate the value of all Managed Services offerings to clients and stakeholders, highlighting how the services contribute to achieving business goals
Focus on customer retention by anticipating needs, addressing concerns promptly, and continuously demonstrating the value of Managed Services offerings
Implement and manage a customer satisfaction program, periodically soliciting feedback and developing actionable plans to enhance the service experience
Seek or remain aware of opportunities for new service offerings with existing clients, collaborating with internal teams to propose and implement solutions that address evolving client needs
Collaborate with internal teams to manage performance against agreed metrics and KPIs
Present Monthly Service Level Agreement (SLA) reports and performance reviews, highlighting achievements and addressing gaps
Lead and manage Quarterly Business Reviews (QBRs) for assigned clients, preparing detailed reports and presentations to audit and assess service delivery performance
Drive continuous improvement in service delivery by promoting ITSM best practices and fostering value co-creation through the ITIL framework
Identify, assess, and mitigate risks associated with Managed Services, ensuring business continuity and compliance with company policies, client policies, and regulatory requirements
Support and manage customer-related projects as required, ensuring alignment with client goals and expectations
Oversee client-specific projects, ensuring timely and quality execution
Manage Root Cause Analysis (RCA) efforts for service failures and communicate resolutions effectively to customers
Define staffing models and justify resource requirements using data-driven metrics, including service volume, workload trends, and performance KPIs
Ensure that resource allocation aligns with financial goals, monitoring expenses to maintain budget adherence and optimizing operational cost structures

Skills

Key technologies and capabilities for this role

Customer Relationship ManagementEscalation ManagementClient SatisfactionInformation SecurityRisk AssessmentGDPRCCPAData PrivacyData ProtectionManaged Services

Questions & Answers

Common questions about this position

What are the key responsibilities of the Service Delivery Manager?

Key responsibilities include customer relationship management as the primary point of contact, building client relationships, managing governance and service reviews like monthly SLA reports and quarterly business reviews, and overseeing service delivery.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does Bounteous' company culture emphasize?

Bounteous emphasizes uncompromising standards for technical and domain expertise, a Co-Innovation methodology to align interests and accelerate value creation, and partnering with leading technology providers to craft transformative digital experiences.

What makes a strong candidate for this Service Delivery Manager role?

A strong candidate excels in customer relationship management, governance and reporting such as leading QBRs and SLA presentations, service delivery oversight, and information security responsibilities like promoting security practices and ensuring data protection compliance.

Bounteous

Digital transformation consultancy enhancing customer experiences

About Bounteous

Bounteous provides digital transformation consulting services that focus on creating data-driven solutions to improve customer experiences and foster long-term loyalty. The company collaborates with clients in various sectors, including restaurants, convenience stores, payment systems, banking, insurance, and wealth management, to develop tailored digital solutions that address specific business challenges. Bounteous's approach emphasizes co-innovation, where they work closely with clients to enhance digital platforms and customer engagement strategies. Following a merger with Accolite Digital and the acquisition of Hathway, Bounteous expanded its service offerings to include comprehensive digital transformation, from strategy development to implementation and optimization. The company's goal is to deliver quick and effective results for clients, helping them remain competitive in a fast-evolving digital environment.

Chicago, IllinoisHeadquarters

2003Year Founded

ACQUISITIONCompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Award-winning culture

World-class, Fortune 500 engagements

Professional growth opportunities

Flexible working hours

Take-what-you-need vacation

Competitive benefits

Continuing education

Volunteer programs

Ample snacks

Risks

Rapid AI advancements may outpace Bounteous' current capabilities, risking competitive disadvantage.

Integration challenges from the Accolite merger could disrupt service delivery.

Expansion into India may expose Bounteous to unfamiliar regulatory environments.

Differentiation

Bounteous excels in co-innovation, working closely with clients for tailored solutions.

The merger with Accolite enhances Bounteous' end-to-end digital transformation capabilities.

Bounteous' partnership with Persado leverages GenAI for superior digital marketing outcomes.

Upsides

Bounteous' expertise in cloud solutions aligns with the trend of cloud modernization.

The demand for hyper-personalization in marketing boosts Bounteous' customer engagement services.

AI-driven analytics tools enable Bounteous to offer targeted digital solutions.

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