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Service Delivery Manager

Concept Resourcing
Closing date
7 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Service Delivery Manager / Service Delivery / ITIL / Hybrid / Occasional Travel / up to £55,000 + excellent package / Mentor / MSP / Multiple Customer/ Development / Azure / Cloud / IBM iSuite

Service Delivery Manager

The Service Delivery Manager (SDM) is accountable for the contractual deliverables of assigned accounts. The SDM has customer service at the heart of what they do and they ensure the accounts are delivered within or better than the approved margin.

The primary responsibilities include:

The SDM is responsible for the delivery of the managed service - SLAs (KPIs), and for driving service improvement initiatives that reduce costs and improve service delivery to the accounts.
The SDM is responsible for providing end to end customer service following the correct governance for account management, and the processes in place to ensure successful delivery.
Key Accountabilities

Understand risk and impact to the customers business, for any incidents related to the products, services, technologies and processes provided to or affecting the business of the customer
Creating and maintaining relationships with, suppliers, partners and customers as applicable; and experience in managing clients using different products, services, technologies, processes.
Work effectively with customers, understand and support their business goals whilst maintaining strategic and commercial position.
Accountable for overall contractual deliverables and drive retention of revenue of assigned accounts.
Drive change within the operational teams, ensuring technical teams are delivering to customer contract.
Ensure operational services deliver to agreed SLA's and KPI's
Awareness of P and L to ensure billing is correct to the customer.
Work with the aligned client director and sales support to recognise new opportunities.
Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
Manage risks relating to delivery of service at the right time.
Responsible for ensuring CSATs are completed monthly.
Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
Ensure that all required documentation is updated and stored in the correct location.
Responsible for management of continual improvement plans across aligned accounts.
Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
Support finance on aged debt on aligned accounts and understand the cost of service delivery, with a view to reduce internal costs.
Continually drive service improvement across aligned accounts and knowledge share with peers, prepare and communicate any lessons learned as they arise.

Skills and Experience

Has in-depth knowledge of service delivery management and ITIL processes.
Extensive Service Delivery Management experience in a service based organisations
Strong technical background/knowledge, particularly the iBMi suite is highly adventageous
Understanding of Financial Services Organisations and accompanying regulations
Experience of working with Cloud technologies or a good understanding of Azure product offerings
Has successfully managed clients with all the dimensions outlined above.
Experience managing conflict and managing customer expectation.
Good facilitation skills - able to run workshops and external service delivery meetings.
Proven service delivery experience.
Has a track record of delivering success in a similar role within an IT or professional services business.
Able to adapt to change, and help others adapt to change.
Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel).

Person Specification:

Self-aware and want to continue learn and strive to improve themselves, and the business.
Promote and live values; Think Client, Deliver Exceptionally and Excel Together
Has service at the heart of all you do and has a positive attitude
Has the ability to manage a changing environment
Excellent inter-personal and communications skills, both written and verbal as well as able to engage people at all levels of the business.
Professional appearance, well-mannered and a constructive attitude in all work-related matters
Ability to handle multiple tasks and prioritise work to maintain required productivity levels
Highly responsive were required, has a strong sense of urgency and a commitment to follow through.
Willingness to research and self-study to keep skills relevant
Self-motivated, flexible in approach, enthusiastic team player
Strong rapport and relationship building skills with internal/external customers
Effective listener to diagnose a client's problem and find an appropriate solution.
Strong sense of responsibility and accountability, results driven
Methodical in approach with sound analytical and problem-solving skills, and keen attention to detail
Ability to quickly assimilate knowledge from outside own area of expertise
Enjoys a challenge
Happy to mentor and manage junior members of the team.

If you wish to be considered for this opportunity or would like more information, click APPLY and a member of the team will be in touch
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