SERVICE DELIVERY MANAGER -SDM

Recruiter
Sanderson
Location
Sheffield, UK
Salary
Competitive
Posted
16 Jun 2019
Closes
19 Jun 2019
Ref
1158080345
Contract Type
Permanent
Hours
Full Time
SERVICE DELIVERY MANAGER SDM

ITIL Foundation certified - Prince 2 Foundation certified (desirable)

DIVISION SERVICE DELIVERY

JOB LOCATION HOME BASED - Sheffield / Newark

REPORTS TO SERVICE MANAGEMENT DIRECTOR

Our client is a leading managed service provider with a rich end-to-end solution portfolio covering the

spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams

from our privately owned, UK based multi-million pound infrastructure.

Our client has annualised revenues in excess of £100million, more than 500 highly skilled employees serving

over 2000 customers across the UK.

With the IT landscape in constant evolution, Our client is built around today's modern IT challenges offering

application, collaboration, infrastructure, network and IT security services. Learn more about what we do on

our website www.Our clientplc.com

JOB DESCRIPTION

AIM OF THE ROLE:

The Service Delivery Manager (SDM) is responsible for managing the performance of services to managed

services clients, ensuring high levels of customer satisfaction are driven and the contracted service levels

are achieved or exceeded. This is achieved by working closely with the operational support and sales teams

and by listening to client feedback. Moreover, the SDM must ensure all services are delivered in a pragmatic

way that exceeds customers' expectations; SLAs are important and a consistent measure of the service

generally, however, listening to clients concerns and feedback and responding in a way that immediately

addresses their needs is key.

KEY RESPONSIBILITIES:

Duties will include, but are not restricted to the following -

- Organise and conduct service review meetings with the client, producing necessary documentation to track

issues, actions and initiatives.

- Provide regular service and performance reports to the allocated customer portfolio

- Proactively monitor the service, seeking to avoid delivery shortfalls.

- Identify and work with appropriate groups and individuals to address any process, technical, resourcing,

contractual or SLA issues.

- Agree and document service level targets, KPIs, and service level agreements

- Oversee the updating of documentation and agreements to reflect the services contracted to Our client

- Take ownership of communications to customer around key issues and major incidents

- Proactively identify areas for customer improvement, and manage and track any required improvements

through a Continuous Improvement Process.

- Manage the operational relationship with the client, and act as an escalation point and route for resolution

of major and important issues, for both the client and Our client.

- Monitor and drive improvements in customer satisfaction.

- Ensure that service quality is at an optimal level and that quality measures are embedded within the service

and are demonstrable to Our client and the Client.

- Provide feedback to service operations to proactively address issues of responsiveness, quality or

accountability.

- Identify and maximize revenue opportunities and offer innovative service solutions, via technology,

processes, or commercial engineering.

- Keep the customer informed of new service offerings, and developments.

- Oversee and provide governance to service transitions and professional service engagements.

- Act as the 'subject expert' for Service Management in the completion of tender responses

- Contribute to departmental Continual Service Improvement initiatives

- Adherence to Our client Solutions Limited ISO09001 and ISO27001 certification standards:

o Compliance with Our client's policies and procedures

o Handling and protection of Our client information

o Reporting of security events

o Implementing appropriate policies and procedures

KEY OBJECTIVES

- Increase Customer Satisfaction

- Enhance Our client's Profile with our Customers

- Help to drive a culture of Service Excellence

- Ensure contractual compliance

PERSON SPECIFICATION

The role requires an individual who has a broad understanding of ITC Managed Services and the associated

technologies, including but not limited to voice, data and collaboration products, physical and virtual hosting

solutions, and cloud services. The ability to resolve problems and effectively manage the relationship between

the Customer and the Our client business is key.

The ideal candidate will be able to demonstrate the following skills and experience:

- Minimum of 3 years in a similar role

- Effective relationship management

- Strong negotiator

- Good at conflict resolution

- Experience of working with project teams

- The ability to maintain a cool head when under pressure

- Strong Planning and Organisational skills

- Experience working in the Public Sector is advantageous

- Knowledge of Managed Services

- Target-orientated/Results-focused

- Highly motivated, with a pro-active attitude to work

- Able to work under own initiative

QUALIFICATIONS / EDUCATION REQUIRED

- A level qualified or equivalent

- ITIL Foundation certified

- Prince 2 Foundation certified (desirable)

HOURS OF WORK

The Company's standard working hours are Monday to Friday 9.00 until 5:30pm with one hour for lunch.

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