Service Delivery Manager

**About Us**

Canon is the world's leading imaging organisation where we actively inspire people with imaginative ideas that enable you to connect, communicate and achieve more than you thought possible.

When you join our team, you’ll find a rewarding culture that truly values you.

**About the Role**

We are looking for an outstanding Service Delivery Manager to work closely with internal stakeholders and key customers to drive an excellent customer experience for a portfolio of current accounts, ensure customer retention, and identify and qualify opportunities for growth.

**Scope of the role includes**:
Being a part of the Customer Success team, you’ll get a real opportunity to contribute to the retention of our high-profile Large Enterprise and Government customers. You’ll get the chance to work in a multinational technology company while also reaping rewards for seeing the wider team succeed. You’ll get the opportunity to work with a passionate team who put the customer at the heart of everything they do.
- The position is responsible for delivering on the following key accountabilities:_
- Work closely with the account manager and customer to identify and qualify opportunities for growth. This may include the growth of current services or cross-sell opportunities
- Responsible for all aspects of contractual obligations to the customer, ensuring the account is managed in line with the contract and volumetrics as indicated
- Oversee and/or manage the pricing of renewal contracts, contract variations, MACD and additional work requests that incur cost/revenue to Canon
- Identify, establish, and manage multi-tiered relationships with clients, partners, and Canon to ensure a long-term business partnership and achievement of corporate goals.
- Act as a customer advocate to enable clients to achieve corporate objectives and gain competitive advantage.
- Keep across the contracts for the customers in your portfolio to ensure that they are being managed as per the contract and in line with volumetrics as indicated.
- Work closely with existing clients to determine their present and future needs and identify suitable services to maintain and grow revenue for Canon. In conjunction with sales, identify new business and develop solutions to meet these client needs.
- Conduct presentations and coordinate the preparation of reports, proposals, tenders/bids, contracts, and account management plans.
- Respond to consumable queries and issues and escalate recurring issues to CX team
- Project manage account refreshes (dependent on size/complexity) on Managed Accounts
- Assist PMO on Project Rollouts of new business coming into the SDM portfolio
- Maintain the integrity of Salesforce data in relation to activity and key contacts
- Monitor assets on named accounts to ensure devices are reporting to e-maintenance and/or reporting volume data accurately
- Oversee the development and delivery of services including business continuity, compliance and risk management planning, implementation, and review via a Continuous Improvement Register
- Work closely with the relevant internal stakeholders on all matters that relate to your assigned accounts. This includes but is not limited to (Adds/Moves/Changes/Trails/Loans/POC/Changes to Address information)
- Work to a priority triage system of incoming customer issues and ensure Response and Resolution SLAs are met
- Mentorship of one direct report - responsible for line management (performance reviews, leave, etc.)

**About You**

You have:

- The belief that the Customer Experience is critical to business success.
- A minimum of 5 years experience in a Client Services / Service Delivery role, ideally in the print industry, or similar.
- Leadership experience as this role will have direct reports.
- Strong skills in identifying, scoping, and delivering new initiatives which add value and benefit to the client and add to the revenue, margin, relationship, and general service improvement.
- A strong ability to build strategic working relationships and manage those day-to-day relationships between Canon and the customers.
- Strong verbal and written communication skills
- Great planning, analytical and organizational skills
- The ability to adapt and solve problems with initiative
- The ability to work effectively with cross-functional teams to deliver initiatives
- High standards of performance and accuracy with a high level of attention to detail.

**What’s in it for you**:
We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

Successful applicants will be notified of the next steps.