IT Service Delivery Manager

16 May 2018
18 May 2018
Contract Type
Full Time

Purpose of Role

The Technology Services Manager is responsible for the management and overseeing of Email & SMS technology services within some onsite client environments. The role will be responsible for ensuring the day to day smooth running of BAU technology services, support seamless implementation of new technology, and identify opportunities to achieve business growth to meet both Communisis and clients’ needs. This is an excellent opportunity to work with a leading brand within the financial sector, and take onsite ownership for a wide variety of projects and activity across the communication technology spectrum.

Key Responsibilities

Client Relationship

  • To drive the delivery of digital / technology services into the client
  • To manage the associated account management teams
  • To build and develop good relationships with the clients and manage their perceptions and expectations
  • To develop existing client relationships in order to effectively communicate Communisis’ capabilities to ensure a consistent and growing flow of work into the accounts
  • To constantly source, develop and manage new client areas of business, both internally and externally
  • To work with colleagues to ensure that the overall technology and related services are delivered effectively
  • To proactively provide expert technical advice and guidance on communication technology and platform capabilities and issues in order to both maximise the effectiveness of Communisis’ services and ensure consistency with industry standards
  • To advise the client on the best solutions to meet their communication needs
  • To support the creation, design and implementation of these solutions
  • To ensure high customer service levels and maximise the benefit of Communisis to the client

Business Development

  • To drive the implementation of new contracts and/or services
  • To drive generating New Business to enable the account to meet its targets
  • To support client briefing meetings with clients, internal project teams and/or external suppliers as appropriate in order to clearly establish project requirements before work commences
  • To prioritise activities and needs as appropriate, in order to ensure all Client requirements are met to time, budget and quality standards
  • To gain a good understanding of the Client’s key business-drivers and share this knowledge with all members of the team
  • To act as an ambassador for Senior Management with both external and internal clients.
  • To promote best practice and development of communication technology in digital space to encourage the client to do more and implement appropriate solutions to deliver their needs

Continuous Improvement

  • To measure customer satisfaction and reporting to the Senior Management on any resulting action points
  • To establish and review local operating procedures and to implement and maintain Best Practice principles
  • To demonstrate a keen understanding of the technological direction of the industry and how these advances will benefit our clients
  • To ensure compliance with quality and project control procedures to deliver projects to time, budget and quality standards
  • To ensure that quality procedures are followed throughout the project cycle from discovery through to client sign-off, including risk management and escalation
  • To maximise client satisfaction and service levels at all times, seeking input from others and/or escalating difficult or sensitive issues as appropriate.

People Management and Development

  • To provide advice, guidance and on the job coaching on process and technology expertise
  • To support the Communisis culture – through leading by example and living the values.
  • To foster and develop a strong customer-service ethos within the team
  • To ensure effective two-way communication with digital managed service team and the client

MI & Finance

  • Provide accurate and timely operational reporting / management information for Communisis and clients
  • Compile and present information at monthly service meetings and ad hoc as required.
  • Be responsible for the monthly forecasting process, budget and compliance with client budget constraints


  • Extensive operational knowledge of data driven communication including communication platforms, Email, SMS, campaign management and marketing and transactional technology
  • Client Services management experience in a busy corporate environment
  • Experience of working with a mix of onsite and offsite stakeholders
  • Experience of corporate compliance environment
  • Experience of complex incident reporting and complaint management
  • Experience of commercial control and accountability
  • Professional communication and presentation skills

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