Service Delivery Manager

Partners Of Research Ltd
Wilmslow, UK
04 Aug 2019
14 Sep 2019
Contract Type
Full Time
Service Delivery Manager

Our Client is an established IT solutions provider who offer a wide range of IT related services and they are looking to recruit a Service Delivery Manager. The Service Delivery Manager is responsible for developing customer relationships that promote retention and loyalty.

Job Background

The Service Delivery Manager will be involved in a variety of tasks that requires interaction with the company's customers and their systems. You will manage and be responsible for the operational success of the companies services delivered to nominated accounts as well & contributing to commercial aspects of the customer contracts.

Principle Responsibilities
  • Liaise with external customers to ensure that all issues that arise are met, managed and resolved
  • To act as a point of contact and escalation for service delivery queries and incident management on nominated accounts
  • Tracking customer satisfaction and service improvement activities in a service improvement plan
  • Involvement in procurement & commercial activity for nominated customers
  • Translating and capturing customer requirements (new services & changes to existing services) to help feed into the company presales lifecycle
  • Constructively challenge and contribute to pre-procurement activity and requirements gathering.
  • Working with Account Managers to discuss and review contract pricing with key customer stakeholders, we well as providing client quotations
  • Building relationships with key stakeholders within nominated accounts.
  • Assist with the definition of SLAs, service detail and commercial review in relation to contracted services
  • Service transition for customers as services are added or removed.
  • Reviewing and analyzing day-to-day service operations to ensure SLA commitments are met;
  • Producing regular (monthly) management reports for client and attends review meetings (if applicable);
  • Providing analysis, feedback and actions based on trends, root cause analysis and other reports;
  • To capture service delivery issues and working with internal operational teams to address issues
  • To manage service improvement plans, inclusive of formalized creation and ownership with customer
  • To manage service change and improvements
  • To ensure effective management and process controls are in place, and escalation is effective where necessary
  • To ensure that any 3rd parties involved in the service delivery to managed service and maintenance customers are delivering as expected/contracted
  • To participate in the definition of operational processes and procedures
  • Managing a small team of Service Delivery coordinators / Customer Success Managers

Knowledge, Skills & Experience
  • Minimum of 3 years' experience working within an IT service environment (e.g. Managed Services, Technology Vendor)
  • Have worked in a multi customer environment
  • Highly analytical in problem solving with the ability to apply original and innovative thinking
  • Commercial awareness and contract management
  • Understanding of how procurement strategies can influence the successful delivery of services and projects
  • Display and apply knowledge of technologies including: Microsoft, Infrastructure Networks, thin client technologies, server virtualisation and an awareness and understanding of additional software programmes and technologies relevant to technical infrastructure environments.
  • Knowledge and experience of managing teams and personnel
  • Must aspire to a culture of service excellence, with a proactive attitude to managing issues and keeping customers updated at all times
  • A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
  • A strong client focus with the ability to operate at all contact levels including senior manager/director level
  • Ability to research subjects, with a commitment to provide continuous improvement.
  • Demonstrable problem solving skills
  • Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities
  • Good working knowledge of office tools including Word and Excel
  • Excellent documentation skills and attention to detail
  • Highly motivated self-starter
  • Excellent written and verbal communication skills
  • Must be a team player
  • To work under pressure and think clearly in challenging situations in a logical manner
  • To be flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self sufficiency as necessary, with the ability to work under minimal supervision

Minimum Qualifications
  • ITIL v3 Foundation
  • Minimum 3 years' experience in delivering IT support / customer service to customers
  • Experience within a Managed Services or technology product related environment in a technical or service role
  • Organised and delivery focused, strong planning skills, time efficient and process driven
  • People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
  • Must hold a current driver's licence and be willing to travel

Working Conditions
  • This position is based at the Company HQ in Handforth, Wilmslow with some travel to customers around the UK
  • Working hours are 09:00 - 17:30 Monday-Friday but can be flexible

About the company

'We are based in Handforth, near Manchester. We are an established IT solutions provider, and offer a wide range of IT related services. Our technology partnerships include: SAP Gold Business Partner, Microsoft Gold Partner, VMware Enterprise Partner, Veeam Enterprise Partner, IBM Premier Business Partner and Citrix Silver Partner. We offer excellent prospects for the right candidate within a successful, very well established company'.

How to apply

Please apply using the link provided and our client will be in direct contact.

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