Service Delivery Manager

01 Oct 2017
03 Nov 2017
Contract Type
Full Time

Claranet is one of Europe’s leading managed IT services providers that is growing both organically and through acquisition. We offer businesses hosting, networks and communications services and have revenues of £310m, over 6,500 customers and an outstanding record for delivering high quality solutions, across a wide range of industries. With over 1,800 employees, we are based in 24 offices across Europe and in Brazil. Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services.

As part of the Service Management Team, the Service Manager (SM) is responsible for all activity related to the efficient and effective provision of services to meet the requirements of customer contractual obligations.

Service Management act as the single point of contact for the provision of service delivery to the aligned customer/s and that all contractual obligations are met.

Work with clients on strategic, organizational, and operational level to ensure challenges with their systems. Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle.


Working with one or more strategic clients operating highly secure corporate or e-commerce systems comprised of Unix-, Linux- and Windows-based servers, complex networks, and dedicated and shared databases ect;Consult with clients on strategic, organizational, and operational challenges with their systems;Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle;Establish and maintain long-term relationships with client(s) and third-party vendor personnel;Assist in negotiating, closing, and maintaining services contracts;Develop, track and report on Service Level Agreement compliance for existing services contracts;Develop and manage strategic relationships with service delivery partners;Facilitating small teams of client delivery personnel (engineers, project managers, and other account managers other service managers)Evaluate incoming projects for operational impact to the client’s system, and implement strategies to mitigate any negative effectsThe Service Manager is responsible for overall accountability for client satisfaction and operational stability for the client’s environmentLeading high risk/high visibility Change Requests where customer impact is highLeading and managing Priority one calls w/Client and other escalation BridgesReview and convey key insight from reporting output (such as alerts log, service reports, ticketingService Managers are responsible for facilitating problem solving and technical resolution meetings between Claranet and the CustomerService Mangers are responsible for leading and attending daily, weekly, and monthly meetingsOrganize, implement and report status of ongoing operational improvements to the existing infrastructureThe Service Manager is responsible for overall accountability for client satisfaction and the success on all projects.Operate, develop & maintain customer centric processes & procedures to meet customer needsEnsure a consistent approach and defined level of engagementWork to a clear and defined set of deliverablesEffective resolution of all escalations raised relating to services providedManage to financial targets where appropriate; ensure that variable billing and service credit elements are delivered in a timely fashionProfessionally represent Claranet at all timesEnsure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all timesUndertake the management and oversight of the Service Levels in accordance with Service Level Agreement including attending relevant key Customer Third Party Provider service meetings as requiredMaintenance of all documentation and procedures relating to all aspects of all Services provided to the Customer in accordance with the Contract Schedules or Service Order SchedulesPOSITIONS SPECIFICATIONS

Person Specification

Sufficient experience in successfully managing complex service management activities in a client services industryStrong interpersonal and customer facing skillsStrong leadership skills & experience in an ICT Service environmentExcellent decision making & problem solving skillsA confident communicator who can demonstrate close attention to detailProven ability to work creatively and analytically in a problem-solving environmentSelf-motivated with a personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace changeClearly demonstrates positive behaviour and attitude which contributes towards achieving and supporting the departmental, company and operational objectivesCapability and willingness to accept and adapt to a changing environment and adjust behaviours accordingly, taking account of differing factors, perspective and viewsConfidence to accomplish job requirements and positively welcomes feedback for continuous improvement.Knowledge and Experience

Essential Skills:

Excellent appreciation of ITIL methodologies and standards; ideally accredited to Practitioner or Manager standardsAbility to develop and maintain relationships at all levels across multiple geographic locationsAbility to communicate confidently at all levelsAbility to prioritise multiple complex tasks, whilst working to tight deadlines.Ability to work flexible hoursA commercial appreciationEvidence of driving a “customer excellence” approachDesirable Skills:

A recognised qualification in an IT related discipline.ITIL Foundation v3Project Management skillsEducation / Qualifications


Degree educational level or equivalent.Other

Valid, full driving licenseWilling to travel if necessary.
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