Overview
We are seeking a skilled individual with experience and expertise in service delivery and a broad appreciation of the technology our customers utilise to join our team in London. In this role, the Service Delivery Manager will work to manage the customers overall operational expectation and requirements. This will entail working with cross-functional groups from development to operations and consulting services to sales to ensure work is prioritised and managed, and to ensure and lead full communication with the customer. The Service Delivery Manager will not only help train and mentor within the company, but will also assist in accomplishing organisational goals. This individual is expected to have a firm grasp on customer satisfaction, project management concepts, service-level management and escalation processes and procedures.
Responsibilities
* Establish and lead customers overall service delivery and requirements, setting and managing customer expectations
* Work with operational teams to ensure timely resolution to trouble tickets and manage day-to-day client interaction
* Following incidents, manage the communication and coordination with the Development and Operation teams as necessary to come to a quick resolution, and follow up with RCA investigations
* Identify and work with internal teams and customer on proactive service improvement initiatives
* Interface with Operations Management to improve network health and performance, application support and internal development projects
* Help to develop and drive a customer centric culture that puts the customer at the heart of the business, through acting as a customer advocate
* Build a knowledge base of each client\'s business, organization and objectives
* Promote and develop best-practice within the organization and in regard to the Service Delivery function
* Continually seek opportunities to increase customer satisfaction and deepen client relationship
* Identify, manage and work with customer and internal teams on all operational risks, issues and resolutions
* Continuously review operational processes and update as necessary to ensure continuing maturity of service delivery
* Act as key communication contact and internal/external point of escalation for operational issues
* Implement customer facing weekly, monthly and quarterly operational reviews
* Review and manage SLA and RCA reporting, setting KPI\'s where required, allowing for trend analysis
* Working with cross-functional groups from Development to Operations, Professional Services to Sales
* Manage and streamline cross-team processes
* On-boarding of new customers and ensuring smooth handovers from Professional Services to Operations, Support and customers
Qualifications
* Ideally educated to university degree level or having appropriate industry experience
* Background in Digital/New media
* Experience with change control and ITIL service management processes
* Experience with high availability systems, Software as a Service, Cloud technology and related SLAs
* Understanding of Web Services technologies, including SOAP, REST and related standards would be an advantage
* Consulting industry experience and project management exposure would be an advantage
* Strong oral and written communication skills required
* Must be able to communicate well with senior staff and client stakeholders
* Strong organizational and time management skills
* Keen attention to detail
* Relevant industry recognised certification an advantage (e.g. ITIL, Six Sigma)
* The role will be based in our London office, but some travel may be involved, Bachelor\'s Degree
Notes
This refinement preserves the core responsibilities and qualifications from the original description while removing unrelated boilerplate content. The final description uses only allowed HTML tags and avoids table-based layouts or presentational formatting.
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