Service Manager / Service Delivery Manager

Recruiter
Damia Group Ltd
Location
Marlow, UK
Salary
Competitive
Posted
20 Jun 2019
Closes
27 Jun 2019
Ref
1185446648
Contract Type
Permanent
Hours
Full Time
Fantastic opporunity to work as a Service Manager for the industry leader in delivering singular commerce via the Cloud to integrate and enrich customer engagement, merchandising, marketing and analytics operations across complex omni-channel enterprises.

Role Description

Service Managers are responsible for the successful provision of the contracted support/maintenance services and ensuring that all of the proactive service elements are delivered. Throughout the life of the service contract, the Service Manager will work with the Account Team and Client Service delivery organisation to ensure the customer receives a high-quality service, to help identify new opportunities and maximise the profitability of the service. The Service Manager will provide support to the project team in terms of transition of projects and solutions to support.

Responsibilities

High levels of customer satisfaction, develop/maintain relationships to position employer as key service partner.

Services revenue (including chargeable billing), seeking incremental services business

Oversee delivery of all contracted services to ensure high levels of performance. Lead and design (through matrix management of in house delivery teams) specific 'get well' plans for service delivery issues and aged debt.

Monitor set up of all new IT services including service transition, commercial/contractual, third party engagement

Ensure production of accurate and timely reporting to ensure effective management of performance levels.

Input to the development of the budget and accurately forecast revenue and margin for nominated customers.

Ensure all chargeable billing is completed and agreed with the client on a timely basis.

Work with wider account team to develop specific account plans designed to increase revenue and profitability.

Manage with the account team where applicable and communicate with the customer on product lifecycle/roadmaps including EOL/EOSL.

Own and manage customer CSIP, work with in house delivery teams on internal CSIP actions

Ensure all governance is in place with correct attendee levels

Here's what skills you'll need
  • Experience with high-level customer engagement
  • Experience with large Retail organisations

In return you will receive up to £50k base, 10% bonus, £4,800 car allowance plus other benefits. You can be based in either Marlow or West Bromwich (there will be some remote working as well as travel to the other site that isn't your base as well as client sites).

Get in touch now for a prompt interview

Damia Group Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept our Data Protection Policy which can be found at www.damiagroup.com

Damia Group is acting as an Employment Agency in relation to this vacancy.

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