Sean Gardner

About Sean Gardner

Key Responsibilities-Act as the operational lead for strategic accounts, ensuring top-tier service delivery and client satisfaction-Coordinate cross-functional teams to develop and implement tailored, innovative solutions for complex client needs-Build and maintain strong relationships with senior stakeholders across client organizations-Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded-Collaborate closely with internal teams (sales, product, engineering) to deliver high-quality solutions and identify growth opportunities within existing accounts-Proactively identify risks, manage escalations, and implement resolutions with minimal disruption to client operations-Analyze performance metrics to spot trends, inform strategy, and lead continuous improvement initiatives-Provide transparent and regular communication to clients regarding service performance, updates, and changes-Drive process enhancements to strengthen overall service delivery and customer satisfaction.Key Achievements-Managed a system application migration for a key strategic account resulting in improved reliability of service for our client with cost savings of 1mm per year, without issue and ahead of schedule-Evaluated cost savings and routing optimization for a key strategic account, leading to multiple record breaking months in revenue and GP-Received remarks of high customer satisfactory in service delivery from multiple key strategic partners, with statements such as \"Sinch is who we set the standard as for our other suppliers, partners, and vendors\"-Took a week\'s vacation without checking email or slackAdditional Areas of Focus-Project Management-Cross Team Collaboration, internal and external-ABR/QBRs-Supplier Relations-Technical Product Knowledge-Fraud Risk Mitigation

Experience

1. Service Delivery Manager

   Sinch

   Jan 2022 — Present · Atlanta, GA, US

   Key Responsibilities-Act as the operational lead for strategic accounts, ensuring top-tier service delivery and client satisfaction-Coordinate cross-functional teams to develop and implement tailored, innovative solutions for complex client needs-Build and maintain strong relationships with senior stakeholders across client organizations-Ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded-Collaborate closely with internal teams (sales, product, engineering) to deliver high-quality solutions and identify growth opportunities within existing accounts-Proactively identify risks, manage escalations, and implement resolutions with minimal disruption to client operations-Analyze performance metrics to spot trends, inform strategy, and lead continuous improvement initiatives-Provide transparent and regular communication to clients regarding service performance, updates, and changes-Drive process enhancements to strengthen overall service delivery and customer satisfaction.Key Achievements-Managed a system application migration for a key strategic account resulting in improved reliability of service for our client with cost savings of 1mm per year, without issue and ahead of schedule-Evaluated cost savings and routing optimization for a key strategic account, leading to multiple record breaking months in revenue and GP-Received remarks of high customer satisfactory in service delivery from multiple key strategic partners, with statements such as \"Sinch is who we set the standard as for our other suppliers, partners, and vendors\"-Took a week\'s vacation without checking email or slackAdditional Areas of Focus-Project Management-Cross Team Collaboration, internal and external-ABR/QBRs-Supplier Relations-Technical Product Knowledge-Fraud Risk Mitigation