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Service Delivery Manager

Radius Consultancy
Closing date
10 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Service Delivery Manager - Cloud £55,000<£60,000

Radius is recruiting for a client based in Hersham who are a managed service provider within the cloud space. This role will be reporting to the Head of Operations. The main accountabilities of the role would be a variety of tasks around the management of Service Delivery and Transition. Such as ongoing maintenance of the support relationships with their Customers and Partners.


* Identification of customer escalations & following of appropriate processes

* Maintain & Manage Customer SLA expectations

* To arrange and attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes

* Create regular Service Review Stats and Presentation

* Manage 3rd parties and engagement regarding Service Delivery

* Responding to inquiries from staff, customers, service providers etc. to provide Service Delivery

* To create and own Customer facing Operational Manuals, and agree escalation paths

* Carry out regular CSIP meetings with Technical Account Managers to review status of items

* Implement Improvement Plans, with supporting processes & procedures and feed this back in Service Review meetings

* Ensure Release Management for Managed Service Customers is managed as per Operations Manuals

* Monitor Internal OLA performance and their impact on the contract

* Co-ordinate multiple Service Improvement Plans and initiatives simultaneously

* Attend regular update calls/meetings with Stakeholders as and when required

* Maintain the ongoing day-to-day relationship with the customer by email, telephone or face-to- face

* Ensure customer details are populated and kept up to date in the ITSM tool

Experience Required:

* Minimum of 2 years' experience Service Management in the field

* Experience of Service Delivery and Transition

* Previous experience in the Managed Services industry

* Experience of ITIL methodology

* Experience of ITSM tools

* Excellent Customer Service skills with a strong customer focus

* A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders

* Ability to research subjects, with a commitment to provide continuous service improvement

* To work under pressure and think clearly in challenging situations in a logical manner

* The ability to take ownership of issues & work to tight timescales

If this role aligns with your skills and experience, apply now
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