Service Delivery Manager

14 Feb 2017
14 Mar 2017
Contract Type
Full Time


The Service Delivery Manager has ownership of the relationship between AlfaPeople and our managed service clients during project take on and for the life of the contract. The role will also have the responsibility for developing & managing the new managed service offering.

You’ll have previously managed multiple customers at once, and enjoy the challenge of dealing with a variety of contracts and SLAs. A pro-active approach to Service Delivery is essential, rather than simply reacting to issues. A focus on continuous improvement is key to success in this role, coupled with commercial savvy, to enable us to identify new services we might want to position to our customers.

As the Managed Service Practice grows, it is expected this individual will grow into the planned Service Delivery Director position, managing a team of SDM’s and support consultants.

Role Expectations:

§ Building strong partnership relationships with clients & third party partners

§ Manage incidents through to closure co-ordinating with support consultants

§ Schedule client review meetings regularly ensuring AlfaPeople and its partners are delivering excellent service levels

§ Manage client change requests and oversee implementation for on time delivery

§ Review service failures and produce incident reports when required

§ Produce and maintain service improvement plans.

§ Manage contracts & SLA’s with clients

§ Support contract renewal negotiations

§ Ensure appropriate documentation is in place for specific support requirements.

§ Strong rapport and relationship building skills with both internal departments and external customers.

§ A good level of business awareness and commercial acumen

§ Strong organisational, time management and prioritisation skill

§ Ability to proactively suggest new ways of approaching tasks to provide a better service to our customer base

Required Skills / Experience / Qualifications:

§ A proven background in Service Delivery Management, ideally within a Managed Service environment

§ Excellent attention to detail and contract negotiation and management experience

§ Developing and enhancing a service management system ensuring customers receive key KPI’s and scheduled reports

§ Effective communication and negotiation skills at all levels, technical through to Directors

§ Commercial and business acumen to enable upsell of services into existing managed service customers

§ Enhance and develop the project management processes for customers and internal projects

§ A passion for working with people and the ability to quickly build rapport

§ Prince 2 and / or ITIL certifications preferred

§ Previous experience in a similar role managing Dynamics CRM / AX clients would be preferred

Company Description:

AlfaPeople is one of the largest Microsoft Dynamics 365 partners in the world. Our UK office is currently based in West London, but moving to City of London (Monument) by June 2017. Our consultants, developers and project managers specialise in delivering solutions based upon Microsoft Dynamics 365. Our vision is to become the UKs most trusted supplier of Microsoft Online Services, delivering value based solutions that utilise best in class deployment techniques with consultants that are more than just product experts but leaders in industry and digital transformation.

Working Environment:

The CRM Implementation Consultant will be based at our offices in London. The role will require some travel and may be required to spend periods of time working from our client’s offices. Projects are primarily based in the UK, though some European travel should be expected.

Why AlfaPeople?

With more than 500 employees across 14 countries we are focused on delivering industry and customer specific integrated Microsoft business solutions. Our solutions are built on Microsoft technology around Microsoft Dynamics 365 platform.

Our strategy is to become a market leader in Dynamics 365 solutions by utilising the synergies in each country and continuously investing in our consultants and solutions to become the leading global partner.

The company is owned by our local managers who are all active in the daily business. Our clients are mostly mid to large sized companies with an international focus across financial services, public sector, hospitality, retail and professional services.

We are a dynamic team of professionals, have a flat company structure and are passionate about what we do. We are a professional organisation with structured approach to projects; however, it does not mean that we do not have a good time here. We believe that delivering great results and enjoying ourselves should go hand in hand.

AlfaPeople is renowned for its technical acumen, which we also combine with our business expertise. Working here will allow you to accumulate unique competencies and progress in your career at a fast pace. If you have a wealth of experience already, you will be able to add even more breadth and depth to it by working on exciting projects using cutting-edge technology. Our alumni prosper in many environments thanks to valuable experience accrued at AlfaPeople.