Service Delivery Manager

09 Nov 2017
16 Nov 2017
Contract Type
Full Time
Service Delivery Manager (SDM)
Core Benefits - Private Medical (Couple cover), Yearly Bonus, Yearly Salary Review, Pension, 201 hours holiday per year + 1 company day.
Location: Crawley, West Sussex The SDM will have team leadership and management responsibility for all the UAS Service team resources. We are looking for someone who has actively managed the delivery of Service Contracts to end user customers. It is expected that the role will require occasional travel across the UK. Key responsibilities and Tasks: o Manages the service delivery as agreed in the contracts and guarantees the Service Level Agreement (SLA) commitments are met as well as Customer satisfaction
o Maintains the Service Management Plan
o Interfaces with the Customer about the technical & operational subjects relating to the capture and processing of their requests, to the delivery of the service and to the delivery of associated documents
o Guarantees service delivery according to the expected Service Level Agreement
o Analyses customer feedback, performance indicators, operating reports
o Coordinates all the technical activities conducted by the teams involved in the provision of Customer Services
o Sets up action plans meant to gradually improve the quality of the service provided as perceived by the Customer or to reduce the associated cost
o Permanently updating the Service File and ensuring it is continuously adapted to the Service
o Ensuring that incidents are managed and that the service is continuously available. Classifies the incidents, finds the root cause of the incidents and proposes solutions.
o Produces and monitors Key Performance Indicators (KPI). Compares KPI with targets set internally and externally
o Takes into account technical anomaly and recurring issues. Therefore, identifies sources of improvement and their priorities, which might be converted into product or system change.
o Leads continual service improvement approach
o Steers the corrective actions in case of deviation and the actions of optimization. Promptly escalates to the appropriate discipline management level the issues that cannot be handled.
o Manages commendation & complaints, capitalize on commendation & complaints for continuous improvement
o Accountable to the UAS PM for an agreed overall Service Plan for the criteria contracted.
o Responsible for planning the delivery of lower level Support documentation and reports.
o The accuracy & credibility of any resource and budgetary reporting.
o Steering the development and training of all members engaged in the delivery of the contracted services. Knowledge, Skills and Experience: o Real and practical experience of through life support to large and complex systems.
o Particular knowledge and experience of all Support Services disciplines.
o Able to negotiate with and influence all stakeholders including peers & non-direct reports.
o Displays passion, energy, drive, agility and resilience in achieving work-related goals under difficult circumstances. Enjoys or thrives on developing and performing through teamwork, and promoting improvements and change.
o A strategic thinker who confidently solves problems with informed, timely and decisive decision making whilst maintaining integrity and transparency.
o Ability to interface well and influence effectively at all levels including internally and externally with customers, partners and suppliers
o Ability to work with unclear briefs, think innovatively and strategically. If you feel you are well suited to the above duties and experience and are interested in developing yourself with a global organisation then apply.
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