IT Client Management Services, Senior Manager

IT Client Management Services, Senior Manager

Job category: Account Management

Work location: Location Flexible

Home (HOME_USA), US

Contract type: Permanent

Job type: Manager

Our story

At Alight, we believe a company’s success starts with its people.

It’s why we’re so driven to connect passion with purpose.

Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive total rewards package, continuing education and training and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

The Service Delivery Manager ( Functional / Technical focus ) manages Accounts globally and is responsible for Alight teams to provide services with the highest quality and guarantee its continuity as prescribed in the client contract.

The SDM is responsible for the customer relationship in the areas of direct responsibility (regionally or globally, based on the specific account needs and assignments)

Maintains functional/technical high-level knowledge of specific area of expertise and more specifically maintains the networking contacts to gather the necessary information to provides contractual and leadership advice regarding its application.

Is accountable for client reporting tasks, billing and financial results in the area of responsibility 

Depending on account scope, size and situation, acts as Account Director

Main Responsibilities:

• Accountable of the e2e management of all contractual service components on the contract scope, functionally and or / technically.

• Focuses on making things happen according to the company standards by working and interacting with all Alight internal teams.

• Creates a confident and collaborative environment, removes organisational barriers to performance, uses tools to document and monitor, acting to ensure delivery of expected results.

  Proactively creates and enhances strong internal networking to address challenges and opportunities through the right levels

• Ensures an in depth knowledge of the contract’s T&Cs, shares it with all relevant parties internally to enable and ensure correct management, execution and quality in implementation.

  Through strong knowledge of the contract, SDM will ensure driving Change Requests (scope control) and delivers CR’s with at least a 30% of Gross Margin

• Accountable for operating cost targets, Proactive Root Couse Analysis (RCA’s), SLA’s, and reporting on services.

  Works to ensure that quality SLA data is provided via the reporting tools to our client (hrX Assist, SNOW and Business Object or any other defined tool) as part of the Governance Performance Reviews

• Responsible for cSAT and Cash Collection ( Billing Processes )
• Supports Security Initiatives and will support accountable teams in any possible Security Incident.

  Is responsible for sharing the final Security RCA with the client along with the AD and based in the information created and shared by the Security and Delivery Teams for the Global issues, and ensure country ones are properly addressed

  • Supports the AD in remediation Accounts, by working with the remediation team ( when required) and other involved teams and pushing / aligning on the management of the plans driving to an earliest solution
    Accountable for sign-off of smooth Go-Lives, 3 months of Hypercare and conditional go-live actions.

• Sets the tone for our internal teams and brings the best of ALIGHT to our clients
• Owns their Business – have a deep knowledge about their clients, their results (operational and financial), their internal dynamics, evolution and critical spots to be able then to combine these to ALIGHT’s capabilities and uses these to drive better outcomes for our clients and ALIGHT
• Demonstrates the Account Management key qualities of:
  • Autonomy, Initiative and Proactivity.

    Responsibility and Ownership.

    Prioritization

  • Flexibility and Adaptability: Positive,” Willing To” Attitude
  • Listening.

    Written and Verbal Communication and Negotiation

• Works with key operational stakeholder within the Delivery Organization to ensure service delivery conforms to Service Levels, consolidating the performance in the account and establishing where it does or doesn’t meet SLA requirements.

• Ongoing management of client governance model, internally and externally, including execution.

• Acts as escalation point internally and for the customer within the region(s) / area of scope, including if proceed with respect to billing and Change Management / CRM, etc

Join our team.

Because transformation takes a workforce.

Learn more at careers.alight.com .

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization.

And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve .

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.

In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship.

Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management’s right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.