About the role:
Are you passionate about delivering outstanding IT services and building strong client relationships? Do you have experience managing service delivery in a fast-paced environment? Can you drive service excellence, ensuring that client expectations are not only met but exceeded?
What you'll be doing:
Service Management & Best Practices:
-Ensure best practice, ITIL v4-aligned service delivery through ownership of ITIL processes.
-Oversee every element of service delivery for clients from onboarding to end-of-life management.
-Champion a "client-first" approach across the service management function.
Client Relationship & Retention:
-Act as the primary point of contact and advocate for clients within ROCK.
-Build and maintain strong client relationships, ensuring high levels of satisfaction.
-Drive client retention by delivering a seamless service experience and value creation.
Service Performance & Continuous Improvement:
-Monitor, report, and review service performance against SLAs and key quality metrics.
-Lead client review meetings and drive continual service improvement initiatives.
-Proactively manage and encourage service improvement across service desk and project teams.
Escalation & Incident Management:
-Manage client complaints related to service levels, ensuring prompt resolution.
-Ensure all escalations and major incidents are effectively managed.
-Work collaboratively with internal teams to resolve complex client issues.
What we are looking for:
-Proven experience in a Service Delivery Management role within the IT industry.
-Experience in a Managed Service Provider (MSP) environment is advantageous.
-Commercial awareness with solid business development and relationship management skills.
-Strong understanding of IT infrastructure and technology solutions.
How you'll be successful in the role:
High client satisfaction and strong retention rates.
-Effective service delivery, meeting and exceeding SLAs.
-Proactive identification and implementation of service improvements.
-Strong relationships with internal and external stakeholders, ensuring seamless service experiences.
-Efficient incident and escalation management, ensuring quick and effective resolution
-Maintain the client retention rate at 90% or above throughout the year
If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries.