Service Relationship Manager / Service Delivery Manager

X4 Group
08 Feb 2017
08 Mar 2017
Contract Type
Full Time


Service Relationship / Service Delivery Manager


£50-60,000 + car allowance

My client is a market leading software development house based in Wolverhampton, due to continued company growth they are looking to appoint a new position within their team of Service Relationship Manager / Service Delivery Manager. This position will be reporting directly into the COO and will be a critical and leading member of their service management team on both the customer services and delivery service functions.

The ideal candidate will have experience leading / matrix managing both customer service and service delivery teams and have successfully project managed major incidents.

Other key responsibilities include:

- At a high level oversee all requests, incidents and enquiries and ensures that the systems, processes and skilled people are in place to meet customer SLA’s

- Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents

- Provide data and reporting of KPI’s and trends to the management team on an ad-hoc, weekly, monthly basis for their customers and internally

- Undertake service reviews with customers at periods prescribed in the customer contracts

- Own all corrective action on behalf of the customer and ensure all plans are created and actions delivered

- Prepare monthly BI packs in advanced of customer reviews

- Develop business cases to justify change, including quantification of financial benefits

- Work with customers to capture new or changed requirements and gain an customer feedback

- Develop an effective and workable framework for managing and improving customer services

We are looking for a strong candidate who has experience in:

- 5 years+ IT service delivery / service relationship management

- Business Process Modelling and Outsourcing

- Understanding of SaaS

- Experience working in ITIL structured organisation

- ITIL, Six Sigma or similar formal improvement methodology experience and certification

The salary available for this position is between £50-60,000 + £5000 annual car allowance + benefits

If this role could be of interest please apply with an up to date version of your CV.

Initial interviews being arranged from Wednesday 8th February 2017