Service Delivery Manager
We are looking for two Service Delivery Managers to join our expanding Hosting & Managed Services team who will build strong, trust-based relationships with our key clients and ensure that they enjoy an exceptional customer service from us. These roles will take responsibility for ensuring our own service is as cost effective and efficient as possible whilst always ensuring the customer is receiving the service they deserve. About our Environment: Manx Telecom Hosting and Managed Services cater for customers in both the public sector (e.g. IOMG) and private sector (e.g. banking, insurance, e-gaming). For customers who want Manx Telecom to be responsible for all hardware and software support, we offer exemplary Hosted Managed Services within our highly available Tier 3 designed Data Centres (each Security and Quality audited and accredited to ISO 27001 for Information Systems & Security and ISO 9001 for Quality). We also offer colocation services for customers who would prefer to retain responsibility for their own hardware and software support. All co-location customers’ benefit from our specialist technical teams’ expertise that also provide remote hands support and engineering consultancy. Our Enterprise Managed Service solutions provide bespoke managed servers, network devices, security devices and SAN’s, designed, procured, installed, managed and monitored up to Operating System level. In addition, Manx Telecom’s Intelligent Cloud offers customers the option of leasing shared virtual servers within a hosted cloud. All our Managed Hosting Solutions and Hosting Services are designed to meet – and exceed - our customers’ requirements, and are delivered to world class standards. We operate the Islands largest Linux, Microsoft, VMware, Cisco, HP and Nimble engineering team, enabling the 24x7x365 delivery and support of highly available IT platforms and solutions. Our Network Operation Centre (NOC) is also a specialised engineering team, providing a single point of contact to streamline Customer support. Always available they deliver and coordinate a round the clock technical service to our Customers. About Manx Telecom: Manx Telecom offers more than you’d expect, with Fixed and Mobile Networks (including MVNO/MVNE/IOT), Data Centre, Hosting and Managed Services, IT Business Support Services (BSS) and Operational Support Services (OSS), traditional on premises delivered or cloud based and a track record of delivering cutting edge innovation. This is an attractive proposition for several reasons, not least of which is Manx Telecom’s growth ambition and the key part this role is expected to play. The business has clear plans to grow and this role is pivotal in continuing to develop and implement the Hosting and Managed Services proposition, supporting a high performance and adaptive culture to enable delivery both on and off-island. The company has an excellent story to tell: new appointments at leadership team level that have reinvigorated the business under Gary Lamb’s (CEO) leadership; a cultural change initiative underway and appetite for increased change readiness; and recognition of the need to drive engagement across the organisation. About the Role: This key role has been created as a clear signal of our investment in the Hosting and Managed Services division and will be expected to interact closely with technology and service colleagues across the business whilst becoming ‘the face’ of Manx Telecom with our key clients in this space. The role is specifically accountable for: · Providing leadership in our Service Delivery, illustrating the level of customer engagement and focus to which we aspire · Informing the organisational and functional objectives, and indirectly feeding into the goals of all Manx Telecom’s team · You will be accountable for ensuring that the customer experience is exceptional · Providing regular updates to customers during the incident resolution cycle · Assisting the technical teams in driving adherence to SLAs, including the management of 3rd party vendors · Management of and communication with the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation and ongoing communication with all parties · Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual customer needs and make sure these are being met internally · To own Incident, Request, Change and associated Escalation processes · To take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with Manx Telecom’s Major Incident Management process · To monitor and assess performance to ensure Manx Telecom are meeting defined SLAs and KPIs and to prepare relevant reports in line with Customer requirements · To meet with the Customer to cultivate feedback regarding the Managed Service and to identify and facilitate any potential improvements within Manx Telecom’s operations · To facilitate service and support in projects impacting service areas (specifically 24/7 Operations) and ensuring service impact is minimised · To drive internal service review meetings and facilitate third party service reviews covering performance, service improvements, quality and processes to enable Continual Service Improvement · Liaise with the Account Managers for the Customer, where appropriate and if you feel the circumstances require their notification or intervention on occasion · Make recommendations to improve the customer service experience and/or manage the workflow inter-department. Escalate any issues related to engagement with engineers and receiving information/updates · Manage third party Vendors, where relevant to the Customer. Escalate to the Head of Managed Services if the SLA is likely to be jeopardised in any way · Chase out backorder reports to ensure that customers are being billed post completion of works at the earliest opportunity · Ensure timely provision of all relevant technical SLA / Metric / Trend / Commentary / Recommendations to feed into Monthly Reports for the customer About the Ideal Candidate: · You will have significant industry recognised qualifications and relevant experience in a similar position (ideally within Telecommunications or ICT) · Experience managing high profile customers will set you in good stead · Having a strong customer service ethic is paramount to your success in this role · Your natural preference to identify areas of improvement will likely be illustrated through some involvement in project (such as Prince2) or Lean/Agile methodologies · You will potentially have been ITIL trained, but at the very least will have a clear awareness of the framework · As a change leader, you can influence your colleagues, even without the direct authority to force change, preferring to inspire others with your vision · You’ll take pride in your work and feel able to effect organisational change through iterative steps · You will understand SLA’s and demonstrate a natural desire to meet and exceed the expectations of your customer · Your strong relationship building and influencing skills will enable you to say “no” without jeopardising future positive engagement · Your current customers will attest to feeling supported and have all their issues appropriately addressed. · Excellent relationship building capabilities · Commercial About the Remuneration Package Salary and package will be discussed with potential candidates, but is commensurate with the nature of this role. About the Isle of Man The successful candidate will be expected to relocate to the idyllic Isle of Man. Boasting huge lifestyle benefits such as short commutes, breath-taking scenery, excellent schooling and massive connectivity, the Isle of Man makes a compelling proposition for you and your family. The first country in the world to implement 3.5G (now with 97% 4G coverage) and the first to be recognised in its entirety as a UNESCO Biosphere region – this island truly covers all the bases. The Isle of Man operates a simple taxation regime with a lower rate of tax on individuals of 10%, a higher rate of 20% and generous personal allowances.