Service Delivery Manager

As a Services Delivery Manager, you are engaged at the account level in providing visibility, service reviews and reporting through all phases of the implementation lifecycle. You will work hand-in-hand with senior stakeholders on opportunities to improve our service and delivery. You will work across customer organizations and multiple Snowflake teams to ensure customers’ applications are well designed and scale to the needs of their business. Success is defined by the SDMs ability to develop a quality service strategy per customer, capture and report on key metrics, identify upsell opportunities and quickly become the client’s trusted advisor. 

We are open to hire either in Melbourne or Sydney.

AS A SERVICE DELIVERY MANAGER, YOU WILL:

• Own, manage and communicate the operational relationship with assigned clients
• Effectively transition from Services sales to project delivery through handover
• Have a focus on details and operational rigor
• Ability to manage many parallel projects and contribute to sales cycles
• Manage key client projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives
• Lead internal and client meetings with thorough documentation and rigorous follow-up
• Manage client and project documentation, communications, meetings and required meeting follow-ups
• Track metrics around infrastructure performance and service requests
• Continually seek to improve
• Prepare and present service reports to clients
• Create, implement and track relationship roadmaps
• Help create and execute on the overall vision for service delivery and client satisfaction
• Determine areas for process improvements within both the client and Snowflake
• Work with key stakeholders to implement and document

OUR IDEAL SERVICES DELIVERY MANAGER WILL HAVE:

• 8+ years of experience in a Services Delivery role (or similar capacity) dealing with complex, technical implementation projects
• Strong planning and organizational skills, ability to execute and oversee the delivery of multiple projects while maintaining high standards.
• Excellent communication and client-facing skills.
• A strategic mindset with a focus on operational rigor and execution.
• Expertise in monitoring and improving service delivery processes and performance metrics.
• Direct experience in the Data Warehousing, Business Intelligence and/or Cloud field
• Proven ability to communicate and translate effectively across multiple groups from design and engineering to marketing, advertising, and business development
• Bonus Points: Experience in a client support and advisory technical role (Solution architect, system administrator, technical account manager or equivalent)

WHY JOIN OUR PROFESSIONAL SERVICES TEAM:

• Unique opportunity to work on a truly disruptive software product
• Get unique, hands-on experience with bleeding edge data warehouse technology
• Develop, lead and execute an industry-changing initiative
• Learn from the best! Join a dedicated, experienced team of professionals.