Customer Delivery Lead

As a Customer Delivery Lead, you will be responsible for ensuring the successful delivery of IT services and solutions to our clients. You will act as the primary point of contact for customer engagements, overseeing project execution, service delivery, and client satisfaction. This role requires strong leadership, communication, and stakeholder management skills.

The ideal candidate will have a strong background in Customer Engagement with experience in IT Service Management, Project Management, People management and a passion for Delivery excellence.

Core aspects of the role include key stakeholder engagement and management of ITIL aligned functions within IT (e.g. Incident Management, Problem Management, Change Management, Asset Management, SLA Reporting, Management Reporting, and Continuous Service Improvement).

Customer Delivery and Operations Oversight:

• Lead the end-to-end delivery of IT services and projects for assigned customers.
• Serve as the main liaison between Auxilion and client stakeholders.
• Lead within the contract(s)
• Ensure services are delivered in line with SLAs, KPIs, and contractual obligations.
• Manage project timelines, budgets, risks, and resources.
• Drive continuous improvement and innovation in service delivery.
• Collaborate with internal teams including technical, sales, and support functions.
• Provide regular reporting and updates to clients and internal leadership.
• Identify opportunities for account growth and service enhancement.

Customer Relationship Management:

• Manage stakeholder relationships, liaising with senior managers and key stakeholders.
• Build and maintain strong, long-term customer relationships.
• Develop and manage governance structures, ensuring proper processes and procedures.
• Act as the primary contact for inquiries, escalations, and change requests.
• Proactively communicate service/project updates, incidents, and maintenance activities.
• Own the Change Control process, tracking changes and capturing value-add opportunities into assigned accounts.
• Ensure customer satisfaction for the engagements delivered.

Continuous Improvement:

• Identify opportunities for improving delivery processes and implement changes.
• Stay updated with industry trends and best practices, incorporating them into the delivery strategy.

People:

• Lead and mentor the delivery team, ensuring their performance and development.
• Allocate resources to meet service demands and optimize team utilisation.
• Manage all resources, including permanent staff and contractors.
• Work closely with the team to develop leads in cost and team management.
• Oversee recruitment and support service teams.
• Ensure training and development programs are in place, collaborating with people and Talent team.

• Customer Delivery & Operations Oversight: Understands service delivery processes. Can manage small projects /services with guidance.
• Customer Relationship Management: Builds rapport with customers. Can handle routine inquiries and escalations.
• Commercial & Financial Acumen: Can support commercial processes with guidance, such as assisting with renewals or budget tracking.
• Continuous Improvement: Actively participates in improvement initiatives. Can implement small changes.
• People Management: Can lead small teams. Provides guidance and support to team members.
• Communication: Communicates clearly and concisely, both verbally and in writing.
• Problem-Solving: Can identify and analyse problems. Develops solutions with some supervision.
• Service Level Management: Understands SLA concepts and can monitor performance against SLAs.
• Crisis & Incident Management: Can handle minor incidents and escalate appropriately. Follows protocols for service disruptions.
• Handling Difficult Conversations & Stress Management: Can engage in straightforward difficult conversations but may lack confidence in handling conflict.
• Inspirational Leadership: Can communicate the company’s purpose and values but may not yet actively inspire or engage others.
• Strategic Thinking & Innovation: Can contribute ideas for future opportunities but needs direction.
• Ownership & Accountability: Can take responsibility for personal work but needs guidance on complex issues.
• Coaching & Talent Development: Provides guidance and feedback to team members.