My delivery management career: perfecting customer satisfaction

  • Posted on December 4, 2014

I’ve been with Avanade since 2007. Over the course of those seven years, I’ve worked on multiple engagements with various customers around Australia, but always in a delivery career capacity.

As a Director of the Delivery Management practice based in Melbourne, and more recently as a Customer Executive, I find that the secret to keeping our customers happy is a delicate balancing act.

We must carefully balance our customer interests with Avanade’s company interests, always keeping an eye toward the results we have committed to deliver. We need to make an impact on our customers’ business, bottom line.

In my delivery career, this has required a strong commitment to results-oriented delivery, helped by applying Avanade’s methodologies and disciplines to everything that we do.

Yet, there’s more to the story. Success requires soft skills like engaging with people, negotiation, and establishing ourselves as trusted advisors. We must earn our customers’ trust through our actions, proving that we add value.

Another success factor that I have found to be particularly helpful at Avanade is our focus on training and certification. We really invest in our people. Training and certification add a lot of value to my career because I am better prepared to help our customers with their most challenging business problems.

If you are interested in exploring Avanade career opportunities, I highly encourage you to do so.

Martial Renoult

Hi Mario,

I would be interested in learning more from your experience as I am looking at following a similar career path.

You mentioned using Avanade's methodologies and disciplines. Can you please elaborate more on that if not confidential? 

Are there any standards, practices or documents that as a delivery manager Avanade expects to produce (sort of working baseline) when engaging with your customers or do you have 100% freedom to deal with them the way you (or your customers) want?


December 16, 2014

Mario Peralta

Hi Martial,

Sorry for the delay. I was on leave and came back today.

In terms of the methodologies that help us get the job done: Avanade Connected Methods helps guide our project teams on how to deliver across the spectrum of our solutions: appdev, collaboration, CRM, data & analytics, ERP, infrastructure, and managed services. These are rooted in Microsoft technologies, of course. We develop our methods in partnership with Avanade experts in the field, and accompany them with detailed guidance, templates and training. So, this is one of our greatest assets. 

In addition to our methods, we have key project and program management guidance and best practices, many of which are developed and used by our alliance partner, Accenture – and Accenture has been doing this for a long time. 

Our delivery managers are expected to run projects – from customer expectations management, to ensuring the work is moving in the right direction, to people management and development. 

It’s a challenging role, but one I have found to be very rewarding. If you are interested, I would recommend that you take a look at our global career opportunities in the Delivery Management skill family: http://www.avanade.com/en-us/careers/job-search/Pages/delivery-management.aspx



January 4, 2015

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