Service Delivery Manager

Recruiter
Logicalis Uk Ltd
Location
Slough, UK
Salary
Competitive
Posted
19 Jun 2019
Closes
27 Jun 2019
Ref
1184943878
Contract Type
Permanent
Hours
Full Time
ROLE Title: Service DELIVERY MANAGER

Location: Home Based / weekly presence in Slough / London Office also required

BUSINESS unit: ANNUITY SERVICES

Purpose

What is the core purpose of this job?

To be the trusted advisor for the customer, act as the conduit between the customer and Logicalis. The focus of the SDM should be to continually develop the relationship between the customer and Logicalis, understand their desired business outcomes and help ensure that Logicalis are consistently delivering value.

Responsibilities
  • Ensure services remain fit for purpose, fit for use.
  • Ensure services offer value and uphold contractual commitments.
  • Understand, manage & respond to Customer perceptions of service.
  • Engage Logicalis wide service capability (people, process and technology) effectively to support improved service experiences.
  • Accountability and responsibility for communications within their customer base.
  • Work to ensure Service Level Targets are met on an ongoing basis, through the delivery of regular service reviews and service reporting mechanisms.
  • Ensure that customer satisfaction and relationships are maintained and improved in line with corporate strategic objectives leading to mutual benefits.
  • Responsible for the holistic service relationship with the customer, providing advocacy and oversight to meet customer satisfaction.
  • Provides oversight to ensure governance and good practice over transactional and operational elements run smoothly, e.g. Problem, incident, change, billing, quoting.
  • Contribute into contract renewals and negotiations to support both customer and the corporate organisation.
  • Facilitate meetings as necessary for the smooth running of service external to the regular service reviews as may be identified, either by themselves, or external/internal resources.
  • Facilitate internal and/or external escalations, managing them to an appropriate outcome for both the organisation and customer.
  • Participate in creation / execution of Continuous Service Improvement Plan (CSIP)s as applicable
  • Interface with all Logicalis departmental stakeholders to ensure alignment with the obligations within the service
  • Champion Service in projects, ensuring service impact is minimised

Measures of success

Bullet point the performance indicators that this role can be measured on (e.g. cost, revenue, pipeline, etc.)

· Consistent measurement of performance through CSAT surveys - Are we delivering value to our customer?

· Evidence of participation in Customer Account Reviews, understanding of Account Plan, strategy of customer

· Able to articulate Company strategy, demonstrate engagement with Pre-Sales and Logicalis Practices

· Evidence of opportunity identification

· Pro-active management of account and contract Lifecycles

· Clear understanding of contractual commitments

· Consistent measurement of continual service improvement

· Quality of service deliverables - accurate / maintained

Connecting with others

Which other roles/ departments/ partners - internal and external - does the individual in this job need to collaborate with? Max 6.

· All key stakeholders

· Customer

· Suppliers

· Logicalis Sales Account Team

· Logicalis Managed Services Centre

· Operations

QUALIFICATION AND SKILLS

What unique, recognised qualification or Certification are required/desired for this role?

ITIL qualified

EXPERIENCE

What demonstrable experience should the candidate have in order to perform to the required standard in this role? Include technical and management experience.

Service Delivery Management experience of 3 years and above. Project Management / Sales Account Management / Technical also relevant

BEHAVIOURS

Identify the top three key behaviours to succeed in this role.

Self-motivation and able to take on responsibility

Able to demonstrate initiative and a pro-active approach

Pragmatic / show strong inter-personal skills

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