EPR Service Delivery Manager. Homebased with regular travel.

Wilde Associates
Nottingham, UK
Closing date
22 Sep 2020

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Technology & New Media
Contract Type
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Homebased with regular travel to client site [regions: Midland & South]

Salary: Up to £50,000 + £5,000 car allowance

The purpose of this role is to establish, maintain and develop a strong working relationship with assigned customers and internal teams. The post-holder will manage and coordinate the delivery and walk through of monthly service reports to customers, together with any management of key service in liaison with internal teams.

Duties and Responsibilities:

•Develop and manage effective customer engagement acting as a conduit between the customer and the employer, taking on a point of escalation role

•Schedule and lead on-site and remote Service Review meetings with the customer ensuring that necessary actions are followed up appropriately

•Create, review and distribute monthly service monitoring reports and review service level performance with the customer at service review meetings in line with agreed contracted timescales

•Ensure all appropriate date files are kept up to date e.g. NACS, QAS, ICD10, FDB

•Support the Account Manager where necessary and escalate any issues that cannot be resolved which could impact receipt of service payments

•Help drive resolution to customer service issues through effective working arrangements with internal teams

•Represent the Trust's interests in release planning activities; Work with Release Management to highlight and drive customer change/issue fix into Release process

•Follow the agreed internal escalation process for customer Hot Fix requests for all products

•Manage and maintain Request for Change (RFC) process with customer and internal teams. This may include the gathering of technical information in relation to workplan, timings and


The Service Delivery Managers are responsible for establishing and maintaining relationships with customers, these customers may have the full EPR suite or a standalone system and as such will vary in size. However, in all cases it is expected that SDMs deliver to a high standard of customer service.

This is a key role in our drive to improve customer satisfaction and needs strong interpersonal, negotiating and influencing skills. The SDM will also be involved with other areas of the organisation where co-ordination and approvals are required in relation to other aspects of the service.

Wilde Associates is working in the capacity of an Employment Agency for this role.

This job was originally posted as www.totaljobs.com/job/90778569
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