Service Delivery Manager - Telecommunications - Managed Services

High Wycombe
18 May 2017
17 Jun 2017
Contract Type
Full Time

Service Delivery Manager - Telecommunications - Managed Services - IP Telephony


High Wycombe, Buckinghamshire

£40,000 to £45,000 Negotiable + Excellent Competitive Benefits Package

One of the UK’s most progressive telecommunications service providers and professional services organisations is seeking a Service Delivery Manager to work in their Managed Services sector.

The role is to effectively maintain an exceptional client experience and develop a relationship that ensures revenue retention and growth and be responsible for the complete service lifecycle of the client, through pre-sales, project management and lifetime service support. The Service Delivery Manager is a senior position who will operationally manage the provision of Managed Services for the named customer accounts in line with contractual requirements and financial targets. You will maintain a solid understanding of customers’ business objectives and assist in developing customer solutions which support the ongoing growth of the relationship.

Main Tasks & Responsibilities

> Conduct regular Service Review meetings with customers ensuring support and service is reviewed

> Provide performance statistics and reporting to customers

> 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) between Company and the Customer

> Manage OLAs and relationships with Company 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

Essential Skills & Experience

# Minimum 3 years’ experience in a Service Delivery position in the Telecommunications or Telephony sectors

# 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

# Ability to manage and co-ordinate complex environments with multiple parties # Take responsibility to ensure high levels of accuracy and detail

# Ability to work both independently and as a team player, maintaining self-motivation at all times

# Available, dependable, responsive and committed to your customer

# A high level of competence in written and verbal communications

# Good presentation skills

# Strong organisational and planning skills

# Understanding of contractual requirements and obligations

# Ability to deal with problems that arise and manage through to resolution.

# Enthusiastic and energetic with a positive 'can do’ outlook

# Full clean driving licence

# Willingness to travel to client and supplier locations throughout the UK

# Able to work outside core hours from time to time as Duty Manager

# Strong ITIL awareness and training to a minimum of V3 Foundation level. Practitioner and Managers Certificate would b