Service Manager / Service Delivery Manager

Damia Group Ltd
Marlow, UK
20 Jun 2019
27 Jun 2019
Contract Type
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.


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

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

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