Service Delivery Manager

Recruiter
CV Elite Ltd
Location
Ashford, Middlesex
Salary
60000.0000
Posted
08 Jul 2017
Closes
07 Aug 2017
Contract Type
Permanent
Hours
Full Time

Service Delivery Manager: up to £60,000 + benefits including laptop + mobile + up to 25 days’ holiday + 8 days’ bank holiday + company pension + private health care etc.

The Role: As Service Delivery Manager you will be responsible for achieving excellent client service levels and maximising efficiency, productivity and profitability within the business. Managing the performance and workflow of a team of 8 internal technical staff, as well as the service provided by partner organisations, you will be a highly competent and motivational leader. This is a client facing role where you will be responsible for client service levels, ensuring all client SLA’s and expectations are met and exceeded, maximising client satisfaction and retention. The Service Delivery Manager will also be responsible for instigating and developing quality procedures and process improvements to underpin the service delivery and business growth.

Working at board level as an integral part of the Senior Management Team the Service Delivery Manager will make a significant contribution to the strategic direction and growth of the business. You will enjoy the autonomy to make business improvements, adding value and being rewarded accordingly, with the opportunity to progress to Director level as the business continues to expand.

IT sector would be highly advantageous, although not essential, but you should be technically adept, able to support technical team members and understand the complexities of your clients’ project requirements.

The Company: Leading Edge (www.leadingedgetech.co.uk and www.silkroadsoft.co.uk) are a well established, highly successful and expanding business who provide IT Support, Business Solution Software and IT Consultancy services to organisations throughout London and the Home Counties, partnering with them to drive business performance and growth. The role is based at the head office in Ashford, Surrey.

Responsibilities of Service Delivery Manager:

  • Service Delivery / Client Service Expert - maximising client satisfaction (throughout on-boarding, project delivery and on-going relationship building), meeting SLAs, conducting client reviews, maximising client retention and client spend / profitability.

  • Project Management (Prince 2 or similar would be advantageous)

  • Complex query escalation, negotiation and resolution

  • Team Management - goal setting and performance management (of both internal team and partner organisations)

  • Work flow management, maximising efficiency and utilisation of resources

  • Continuous improvement of service delivery processes, efficiencies, policies and procedures

  • Commercial accountability - making sound financial budgeting decisions to increase efficiencies and productivity

  • Monitoring results, reporting and making recommendations at board level

Service Delivery Manager Skills/Experience required:

  • An experienced relationship manager

  • A motivational line manager with experience of managing a client facing team

  • Experience of performance management, workflow management and operational metric reporting

  • A high level of project and process management and improvement capabilities (Prince 2 or similar and knowledge of ISO accreditation and ITIL would be highly advantageous)

  • Strategic, innovative and commercially minded

  • A high level of energy and initiative with strong interpersonal, analytical and problem solving skills.

  • IT sector experience - highly preferable but not essential

  • A full driving license

Dawn O’Shea is recruiting the Service Delivery Manager directly on behalf of Leading Edge so NO AGENCIES PLEASE. If your CV is short-listed you will be contacted within 14 days to discuss the role and your requirements in more detail.