Service Delivery Manager (Strategic Accounts)

Recruiter
SDL
Location
Berkshire
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
Job Description Service Delivery Manager (Strategic Accounts) Job Title: Service Delivery Manager Location: Maidenhead Department: Cloud Operations Role Summary The Service Delivery Manager (SDM) will join the Service Delivery team, who are responsible for delivery of SaaS software and hosted solutions which includes Language Technology, Web and Knowledge Center services. The SDM team is part of SDL Cloud Operations and helps contribute to the organization's goals of increasing customer satisfaction, enabling a seamless customer experience, and increasing productivity and profitability. The Service Delivery Manager role is a key part of the team with overall responsibility for the service delivered. The Service Delivery Manager acts as the central point-of-contact for an allocated set of clients and maintains day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ environments. * Maintain day-to-day ownership of the service delivered to SaaS/hosted customers * Drive regular engagements with key customers to continually improve these relationships * Act as a point of escalation for service issues raised through Customer Support * Facilitate service ratification, implementation and improvements by leveraging Cloud Operations resources through programs of automation and process improvements Key Responsibilities The Service Delivery Manager will be a central point of contact for SDL’s client-facing teams in facilitating and providing cloud services to a selection of strategic customers. * Responsible for building and leveraging the technical relationship with selected customers at all levels, including influencing to improve the products and services delivered * Coordinate and expedite the resolution of technical issues acting as the key liaison point * Achieve trusted advisor status, capitalising on all opportunities to improve the overall customer experience * Maintain excellent relationships with all teams supporting key customers * Work closely with customer delivery teams to enable successful deployment of applications and to achieve greatest value throughout their lifecycle * Support to the Sales teams in bids and RFI for new customer opportunities * Initiate and coordinate actions to maintain or improve service levels * Coordinating and facilitating regularly scheduled operational and status update meetings with key stakeholders * Analyze, report on and improve service performance against SLAs * Providing reports of major incidents, service outages/degradation and infrastructure changes * Recommend and coordinate implementation of changes to services to improve metrics and drive Continuous Service Improvements, by working with Development and Cloud Operations teams to optimise the service and co-ordinate process changes with process owners * Act as an escalation point for service issues and take responsibility for facilitating resolution * Maintain an understanding of SDL’s security policies and how they apply to the service * Create and maintain service collateral, detailing key aspects of the hosted service Technical Skills Essential * University degree in Computer Science or equivalent discipline * 3+ years of experience in a SaaS, cloud or web technology environment * At least 2 years experience in an SDM role, or similar * ITIL v3 Foundation qualification * Highly energetic and dynamic individual with hands-on mentality * Self-starter with strong drive for value * Excellent analytical skills and the ability to get into the details, while also seeing and understanding the big picture * Good understanding of IT security and how it applies to services * Strong client-facing, presentation, influential and relationship-building skills Desirable * Experience of project managing solution implementations * Experience with translation products, technology and architecture * Ability to estimate tasks and deliver to agreed timescales * Experience of using SDL products Personal Skills Essential * Team player with excellent verbal and written communication skills * Fluent in English * Self-motivated Desirable * Strong project management skills * Strong planning/organizational skills * Strong analytical/problem solving skills Qualification & Pre-Requisites * Flexible on working hours to cover a global customer base

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