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About The Role:

A senior customer facing role, this new role acts as the functional owner of the global operation for specific named customers. This role works collaboratively as part of the program governance team. The Customer Service Delivery Manager is responsible for ensuring the smooth and globally aligned running of all operations delivery from FCM to the customer. This includes managing all aspects of the service delivery from risk registers through to identifying technology configuration requirements and working with Tech & Support teams to update. This role functions collaboratively as an operational account manager in partnership with the strategic account management team. This role takes it’s direction from the Global Account Manager.

Area of Responsibility:

• Main operational point of contact between FCM and the customer ensuring a seamless global operation 
• Work collaboratively within the global teams to ensure an operational delivery in line with contract program objectives and goals
• Provide strategic operational support and identify areas for improvement in service and performance delivery
• Create and maintain centralized standard service deliverable manuals and key client documentation such as travel policy and selling guides, emergency response procedures, and others.
• Maintain regular communication channels with local and regional operations leaders ensuring the operational teams are delivering and monitoring performance in a globally consistent manner
• Identify configuration improvements to support program goals within the technology (Concur, Extension, Platform)
• Identify any requirement for configuring technology to support the customer travel policy and preferred programs across global systems by working with the support teams
• Maintain the customer risk register within the operational space and technology including country risk registers and supplier blacklists – this management includes audit on an agreed cadence
• Customer reporting on operational quality and SLA performance metrics

Required Competencies:

This individual must have:

• A proven competency and understanding of TMC operations with a minimum of 5 years operational experience ideally within FCM
• An in-depth knowledge of GDS systems – Amadeus, Sabre and Galileo
•  Understanding of Concur OBT and its travel settings and preferencing · Knowledge of TMC front, mid and back office systems · Demonstrate an understanding of contractual obligations and associated costs and benefits
•  An analytical mindset with the ability to interpret data in a way that aligns with customer/internal goals and strategies and develops actionable insights
• Exceptional networking skills and have the ability to develop new relationships and sustain and grow existing ones
• Continuous improvement mindset – ability to identify opportunities for new / improved processes, services and systems to optimize program success
• A strong multi tasker with the ability to deliver projects and tasks in a timely and efficient manner
• Result driven mindset that can lead change whilst being able to adapt and innovate
• Have the capacity to identify gaps and define issues in a clear and cohesive manner 
• A strong influencer with ability to motivate teams and positively promote new ideas for improvement
• Able to use Power BI / Salesforce to produce reports & data analysis
• Understands and supports the FCM single global operating model and ensuring business and customer outcomes are balanced