Alex Jordan

Service Delivery Manager @TEKsystems

Role Overview\\\\n\\\\n• National Service Delivery Manager for Sky, Apple, Meta, and Electronic Arts, responsible for the delivery of services to clients across all projects, handling client escalations, managing larger and more complex engagements, building senior client stakeholder relationships, and leading, developing, and mentoring Delivery Leads across my accounts\\\\n• Accountable for line management responsibilities and developing and running our Emerging Talent product for BofA\\\\n\\\\nKey Activities\\\\n\\\\n• Leading the development and delivery of our Emerging Talent Product, providing support to junior hires by creating tailored career development plans and delivering engaging training workshops on topics such as Agile methodology and Personal Branding\\\\n• Establishing uniformity of our Emerging Talent offering for all clients across the UK, coaching my TGS Delivery team colleagues to ensure consistent delivery of the product in accordance with best practices and recommended format\\\\n• Driving the delivery of services to four multinational accounts, handling client escalations, complementing sales relationships with Procurement, managing and training Delivery Leads, monitoring team utilisation to ensure delivery success, and running weekly account calls with sales and support teams\\\\n• Develop and maintain service level agreements (SLAs) & key performance indicators (KPIs) with clients, and regularly review performance metrics to identify areas for improvement\\\\n• Obtain feedback throughout engagements to ensure that project efforts meet customer expectations for contracted time, cost, and performance\\\\n• Assist sales in meeting set revenue, profit, and growth objectives and improving overall customer satisfaction targets\\\\n• Drive the need for new and improved ways of serving internal and external customers\\\\n• Participate in the development and execution of Account Strategy, including a Service Plan\\\\n• Oversee all services, spot risks, adjust plans, and execute in cooperation with sales\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n