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Are you the NEXT one? The challenge At STX Next we are all proud of the quality of the services we deliver to our customers which comes from our battle-tested software development practices. The spirit of craftsmanship within us makes us keep improving our high standards which our clients value a lot. To achieve that, STX Next uses its powers to grow the business, the people and themselves constantly.
In order to continue our success story, we are currently looking for a seasoned IT Delivery Manager who will be responsible for E2E Operations in his/her portfolio of customers.
This is a Customer facing role, with high internal exposure. Therefore to be successful in this role, you must have a natural passion for Customer satisfaction and you should be outstanding at building long-term relationships.
A day in the life of a Delivery Manager You will be responsible for the three areas:
Client Relationship Ensure consistent high levels of SLA achievement and client satisfaction Prepare and chair regular delivery meetings with the client and manage follow up and improvement actions Proactively monitor overall service performance Obtain regular client feedback translating it into concrete improvement actions Cowork with the internal Customer Success Management team to build strong bonds with key client stakeholders Manage all layers of customer communication Look for business growth opportunities within the existing customer base Leadership & Talent Management Coordinate together with our HR department the hiring pipeline in order to bring the best talent to our team, matching our customer´s needs. Monitor the individual performance of the team under your responsibility, making sure that impediments to outstanding achievement are eradicated. Plan and Conduct periodic Growth reviews aiming to ensure your team is always developing their skills. Based on the Growth´s reviews outcome, plan and agree on promotions, salary increases and rotations within the team. Revenue & Margin Management Assist in ensuring a deep understanding of contracted year on year customer revenue and the appropriate internal reporting and financial reviews Review and approve customer invoices Follow up and support the Account Manager in resolving any client billing disputes Ensure top levels of customer satisfaction Support of Pre-Sales and Up-Selling initiatives Cooperate with different internal departments to ensure appropriate sales and marketing strategies are created RequirementsOur ideal candidate has: At least 7+ years of experience in IT (software development) and strong experience in IT service and/or experience working directly as a delivery owner being accountable to C Suite executives. Deep understanding of how customer expectations, feedback and escalations should be handled; Proven track record in delivering multiple high-quality IT services from start-ups to large-sized clients; Solid background in IT business management (previous experience being directly responsible for budget, revenue, margin, efficiency, etc); Genuine passion for getting Customer satisfaction at top levels; Strong communication and negotiation skills at both technical and business level. Previous experience working with international and dispersed teams. Excellent English both in writing and speaking (min. C1) Availability to travel Extreme ownership mindset and "hold my beer" approach. Extra points if you have: Previous experience (hands-on) in technical roles, such as web developer; Previous experience as Product Owner and/or Scrum Master
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