Service Delivery Managers x2 (Remote based)
*Enterprise Cloud Managed Services*
£55k Pension/37 days hols/Funded Training/Strcutured career paths/
Our client is a Tier 1 multi award winning Microsoft Gold Partner, with 15+ gold competencies, advanced specialisms, an Azure Expert MSP status, a Fastrack partner and one of the most highly regarded and respected UK Microsoft Partners in enteprise consulting and servcies sector. They work across a range of large scale enterprise clients in both the public and private sector to deliver true value within business and digital transformation and managed cloud services where this role sits.
The Service Delivery Manager forms part of the Service Delivery Team which sits in Managed Services. The primary role is to provide excellence in management and support for all Managed Services clients to ensure that customer satisfaction and experience leads to growth, annuity and contract renewals.
Liaise directly with internal teams and clients, forging + maintaining excellent comms links and relationships to ensure a quality service and high level of care is delivered
Run client service review meetings, creating performance reports and presentations, tracking service improvements, quality and processes
Manage Service Transition and associated onboarding of clients into Managed Services
Define, document and agree Service Level Agreements (SLAs) with clients
Own and run a continual service improvement programme of works
Ensure services are delivered against contracted SLAs and KPIs and reviewed with clients regularly
Act as the key point for any escalations taking responsibility for ensuring a satisfactory outcome
Ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery
Produce detailed, regular reports, writing for both external clients and to meet internal requirements
Ensure service delivery is aligned and delivered to ITIL and ISO2000 certification standards
To be successful in the role, you must be able to demonstrate the following skills and experience:
Within a Service Delivery role or Service Management role
ITIL framework and can evidence that with an ITIL certification.
Must have excellent & influential written and verbal reasoning skills
Must be able to evidence excellent customer service skills
Excellent attention to detail
Able to exceed against service management KPIs and targets
Must be able to show a commercial understanding and understand Managed Services
Must hold or be able to successfully achieve and maintain NPPV3 with SC