V předprodejní fázy je role SDM (Service Delivery Manager) následující:

• Doprovází obchodního zástupce a pomáhá mu při prezentaci systém
• Poskytuje detailnější informace o systémech
• Je zodpovědný za dodržení všech dohodnutých specifikací.

V prodejní fázy SDM zajišťuje:

• Pomoc Major Account Managerovi (MAC) v průběhu obchodního jednání
• Seznamuje zákazníka s dalšími moduly, který by mohli být přínosem
• Actively assisting local offices in delivering the product to customers
• Consulting on software and hardware solutions
• Ensuring that all initiatives and commitments made to a MAC customer are delivered

In the Project Planning phase the role of the SDM includes:

• Preparing necessary documentation for project preparation (Application / Systems / Customer)
• Coordinating projects with the assigned Project Management
• Creating and supplying template project schedules and tailor-making these as necessary
• Ensuring Images are up to date
• Providing Shell Build documentation
• Publishing and maintaining standards in terms of MAC certifications
• Ensuring that all initiatives and commitments made to a MAC customer are delivered

In the Implementation phase the role of the SDM includes:

• Assisting installers with documentation gaps and updating documentation when required
• Leading special projects (e.g. Shell Build / Upgrade Workshops)
• QA, Beta, pilot or conducting any special projects in the region as required
• Creating documentation as required based on the shell build / image creations
• Actively assisting local offices in delivering the product to customers
• Delivering Customer Roll Out Update Mail as per specifications

In the Maintenance / Support phase the role of the SDM includes:

• Performing Quarterly Service Delivery review meetings in person
• Delivering Customer Roll Out Update Mail as per specifications
• Reviewing weekly report of all open support cases for MAC customer and escalating to Support Quality team if any cases are out of SLA or otherwise of concern
• Bringing forward improvement recommendations to the customer based on feedback from local offices and support services
• Ensuring change management process is followed

The benefits of the SDM team to our customers

• Single point of contact at a technical level (Installation, Upgrades and Issue resolution)
• Handles case escalations and acts as intermediary between local office support and customer
• Manages the internal and external communication of customer requests and issues between MAC, Product Management
• Liaises with MAC and PM with regard to customer strategic decisions in terms of customer direction
• Creates and maintains MAC certifications and documentation
• Conducts beta, pilot or special projects in the region
• Coordinates projects with Data Centre team (together with EAME PM)
• Conducts training on MAC standards as required and maintains customer extranet
• Suggests and reviews man day calculations for individual projects of ‘out of the norm’ dimensions
• Proactively reviews case list of MAC customer and follow up with local offices for cases out of SLA
• Liaises with product team networks in EAME on behalf of customers and local offices
• Issues regular customer Roll out update newsletters
• Provides advice to the customer from a technical perspective when new products are released and when changes to their internal routines are required