Service Delivery Manager (SAAS)

Stafford Sharp Associates Ltd
£50k - £60k pa + Plus bonus
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Skills: Service Delivery, Project management, ITIL, SLAs, EMEA, Client Delivery, Service Desk Management, Analysis, Escalation, Service Quality, Customer Satisfaction, ERP, CRM, and Supply Chain solutions We have a superb opportunity for an exciting and growing Global SAAS Software Company with its European headquarters based in Maidenhead who is looking for a Service Delivery Manager / Project Manager (EMEA) The Service Delivery Manager / Project manager is accountable for the full lifecycle of the Client from the managing of the project team setting or goal and milestones and its implementation and the team thought of the account management process and consistently promoting the continuous improvement of productivity, service quality and customer satisfaction. Reporting into the CTO the Service Delivery Manager will be a client facing function operating across the UK / Europe and will be responsible for developing and managing Service Delivery and the implementation project of the software product in line with SLA's an original project scope ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned): * Tasked with the initial scoping and project planning * Accountable for managing the delivery of the project to agreed standards * Ongoing post-implantation support and account management * Analyse service level trends and implement Service Improvement Programs to ensure maximum effectiveness of services * Act as liaison with the business for all Service Improvements, Changes and Escalations * Support the adoption and implementation of Change, Incident, Problem, Release, and Configuration management * Work alongside the Head of IT to ensure that SLAs are met and business expectations are exceeded. Also, ensure that any SLA breaches are investigated and corrective action is taken to improve Service Delivery. * Management of customer's expectations & a focus point for Customer Service issues including escalation point. * Create and own the Continuous Service Improvement Plan (CSIP) including SLA adherence * Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports This is a superb opportunity to join as a Service Delivery Manager/implementations Project manager you'll have a min of 5 yrs experience working with complex system implementations working with large and small external clients. You'll have superb interpersonal skills and will happy in a client facing / Consultancy based service role with some UK and European Travel involved
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