Overview
Regional Service Delivery Manager role at System C. Focus on delivering seamless services to customers in the assigned region, maintaining high standards of customer service and satisfaction.
The role may line manage and be supported by Associate Service Delivery Managers. It involves customer relationship management, regular meetings (often on-site) to build rapport with strategic customer accounts, and identifying thematic trends and areas for improvement. The role requires maintaining strong working relationships with customers, internal teams, and stakeholders in line with KPIs, KRIs and strategic objectives.
Responsibilities
* Customer Engagement and Relationship Management: Develop and manage effective customer engagement, acting as the primary point of escalation for service issues; schedule and lead service review meetings with customers (on-site and remote) with follow-up actions; create, review, and distribute monthly service monitoring reports, reviewing service level performance within contracted timescales; ensure all customers within the assigned region receive the appropriate level of service.
* Service Delivery Oversight: Monitor service levels at customer, application, and function levels; ensure incidents are managed and escalations handled; manage Major Incidents following the process and keep customers informed per the communication plan (may require updates outside standard hours); diagnose service delivery problems and initiate actions to maintain or improve service levels; handle customer complaints to enhance the customer experience.
* Collaboration And Coordination: Work closely with Account Managers to support strategic relationships and commercial interests; collaborate with Project Managers to ensure projects align with service commitments and customer expectations; partner with Clinical Account Managers to incorporate clinical feedback into service delivery processes.
* Performance And Line Management, And Reporting: Establish and track KPIs for service delivery; manage direct line management of Associate SDMs (leave approvals, sickness, development progress); generate regular performance reports and conduct reviews to assess service effectiveness.
* Continuous Improvement And Innovation: Plan, implement, control, review, and audit continuous improvement processes to meet customer requirements; identify opportunities to improve service delivery and drive change; understand cost to serve and streamline processes; focus on customer-specific patterns of behaviour to drive best practice; stay updated on industry trends and implement new technologies and methodologies to enhance efficiency and effectiveness.
* Administrative And Process Management: Manage and maintain RFC processes with customers and internal teams; represent the customer’s interests in release planning with Release Management; manage end-to-end supply chain of services and products; initiate and manage the Customer Complaints Procedure as required.
Skills And Qualifications
* Experience working with customers, business partners, and suppliers, proactively driving actions to improve customer satisfaction.
* Healthcare, Social care, Education or NHS experience with a sound understanding of business processes.
* Proven ability to work on own initiative, influence, and drive change.
* Ability to prioritise and execute tasks effectively in a high-pressure environment.
* Communicating at a senior leadership level.
* ITIL Foundation certification or equivalent knowledge; understanding of Change and Release Management processes.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Project Management and Information Technology
* Industries: Hospitals and Health Care
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