Service Delivery Manager

LinkPoint Resources Limited
High Wycombe
17 May 2017
16 Jun 2017
Contract Type
Full Time

LinkPoint specialises in the recruitment of high quality candidates in the Telecommunications Sector. We have an excellent opportunity for a Service Delivery Manager to join a highly successful organisation based in High Wycombe.

The Service Delivery Manager is the ambassador for service on behalf of the client within the business. The role is to effectively maintain an exceptional client experience and develop a relationship that ensures revenue retention and growth. You are responsible for the complete service lifecycle of the client, through pre-sales, project management and lifetime service support.

Service Delivery Manager’s Core Duties

  • Conduct Service Review meetings with customers ensuring support and service is reviewed
  • Provide performance statistics and reporting to customers
  • Manage customer expectations
  • Ensure that contractual objectives are achieved
  • Develop and manage Continual Service Improvement Plans (CSIP)
  • Develop and maintain a high level of working knowledge of each customer’s IT organisation and infrastructure
  • Maintain a broad base of communication with key players in the customer’s organisation
  • Increase customer satisfaction
  • Act as the primary interface with the customer, being responsible for all operational issues related to delivery of services
  • Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution, acting as Major Incident Manager where required
  • Manage the SLA (Service Level Agreement)
  • Manage OLAs and relationships with partners and third party suppliers
  • Creation and implementation of a Service Improvement Plan (SIP) in the event of service issues
  • Calculate and report on any service credit scheme
  • Work closely with Sales and Pre-sales to represent Service Delivery to win new business
  • Review service proposals to ensure operational capability
  • Use service meetings to promote further commercial activity on the account
  • Ensure billings are timely and accurate
  • Work with Project Managers to assist in transition of new clients to operational support

Service Delivery Manager’s Requirements

  • Minimum 3 years’ experience in a Service Delivery position in the ICT industry
  • Considerable service knowledge and experience of Unified Communications, WAN, Fixed Line, Broadband, IP Telephony and Cloud
  • Excellent skills and experience in relationship management with customers, suppliers and staff at all levels
  • Ability to manage and influence multiple teams that do not report into the role
  • The ability to manage and co-ordinate complex environments with multiple parties
  • Understanding of contractual requirements and obligations
  • Full clean driving licence
  • Willingness to travel to client and supplier locations throughout the UK


  • Strong ITIL awareness and training to a minimum of V3 Foundation level.
  • Practitioner and Managers Certificate would be advantageous

Are you enthusiastic about this job? Send us your CV in word format today