Job Description

Xalient specializes in the convergence and holistic management of identity, cybersecurity, and networking to deliver secure connectivity within a zero-trust framework.

Offering world-class Identity solutions and services including IGA, PAM, customer identity, access enforcement and IAM solutions, Xalient also delivers transformative software-defined networking, cybersecurity technologies and managed services.

Established nine years ago to challenge traditional secure networking markets, Xalient has earned recognition as an award-winning global IT consulting and managed services provider. Headquartered in the UK, with additional offices in the USA and across Europe, Xalient boasts a client roster including industry leaders such as Kellogg’s, Avis Budget Group, WPP, and Keurig Dr Pepper.

Innovation drives Xalient's approach, exemplified by MARTINA, an AIOps tool designed to provide visibility and predictive monitoring, now empowering enterprises worldwide. Xalient helps make the world’s largest brands more secure, resilient, adaptable, and responsive to change.

*Xalient was named among Europe’s Fastest Growing Companies in 2024 by Financial Times and Statista for the third consecutive year.

At this time, we are only considering candidates who are currently authorized to work in the United States without the need for visa sponsorship, either now or in the future.

The Customer Delivery Manager will be aligned to key customers to oversee critical functions within the Managed Services department, to drive internal governance and external reporting. The focus of the role is to deliver exceptional customer experience in the most cost effective and efficient manner. You will be expected to form key relationships with and be an advocate for your customers and an ambassador for Xalient.

What you’ll be doing

Customer Delivery Management:

• Service quality checks for Incident, Change and SLA breaches, ensuring all noted observations are assigned and progressed as required
• Ensure SLA breach reports are reviewed and approved for accuracy, utilizing a documented cadence
• Support completion of Major Incident reports by the Incident Management and Technical teams within contractual timeframes
• Support the agreed escalation process, including processes for Internal parties, Customers, and 3rd party suppliers
• Support the delivery of the “Acceptance into Service” process, including sign off as part of customer go live
• Undertake annual reviews of key customer data and agreements needed to support the delivery of service

Customer Satisfaction:

• Manage the CSAT process with customers. Ensure alignment, and feedback from the customer on an agreed cadence
• Provide details on potential sales opportunities to the wider account team

Reporting and Governance:

• Drive the Service review process, in a timely manner, that supports delivery of the highest level of service, analysis and feedback for our customers
• Follow best practice governance framework that covers key areas including:
• Scheduling and management of meetings
• Risk Management
• Continual Service Improvement

Customer and Xalient portfolio knowledge:

• Ensure a thorough understanding of the Xalient product and service offerings
• Ensure vendor specific training has been completed as per agreed requirements

What you’ll need

• Minimum 5+ years of experience in a Service Delivery Management role, managing high profile global customers
• Customer Relationship Management: Building and maintaining strong relationships with customers to ensure satisfaction and loyalty
• Zero Trust Framework: Strong understanding of Zero Trust principles and their implementation in various environments
• IT Service Management (ITSM): Understanding frameworks like ITIL to manage and deliver IT services effectively
• Project Management: Understanding of Project Management methodologies like Agile or PRINCE2
• Communication Skills: Clear and effective communication with customers and internal teams, both verbally and in writing
• Customer Service Excellence: Providing high-quality service and support to meet or exceed customer expectations
• Problem Solving: Quickly identifying and resolving issues that affect Service Delivery, particularly in the context of Zero Trust security challenges

Preferred Qualifications:

• 10+ years of progressive experience in Service Delivery Management or related roles, with demonstrated success managing complex, global enterprise accounts and driving strategic outcomes

Offer:

• Competitive salary + bonus (DOE)
• Remote working with travel required
• Flexible benefit fund
• Private medical insurance
• 25 days holiday, plus bank holidays
• 401K

Equal Opportunities Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

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