Be the single point of contact (SPOC) for the client across all YSSY service areas — Data & AI, Infrastructure, Observability, and Security
Manage the full account lifecycle: SLAs, performance metrics, contract financial management, penalties, and periodic reviews
Coordinate multiple YSSY squads and technical teams assigned to the client, ensuring prioritization, communication, and cohesive delivery
Prepare and present the Monthly Performance Report (RMD) consolidating all areas — operational, financial, and action plan
Lead QBR (Quarterly Business Review) meetings with client leadership, presenting results and strategic progress
Manage Service Orders and expanded scope requests, from estimation to formal acceptance
Act as the guardian of the customer experience: anticipate risks, resolve conflicts, and ensure perceived value consistently exceeds expectations
Identify and develop account expansion opportunities (upsell and cross-sell) in partnership with commercial and technical teams
Support management of critical incidents as the executive interface between the client and YSSY technical teams

Experience managing accounts or IT managed service contracts (MSP, outsourcing, support/sustaining, or professional services)
Ability to navigate seamlessly and credibly between technical and executive stakeholders
Practical knowledge of ITIL and processes for managing incidents, changes, and service levels
Broad technology perspective: comfortable discussing data, infrastructure, security, and observability without needing to be an expert in all areas
Proficiency with tracking and reporting tools: Excel, Power BI, or similar for KPIs and management reports
Results-, deadline-, and quality-oriented profile — someone who resolves issues before escalating
Bachelor’s degree completed in Information Technology, Information Systems, Computer Science, Engineering, Business Administration, or related fields

Service Delivery Manager, Customer Success Manager

Key skills