Responsibilities
* Provide end to end ownership of customer service contracts
* Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
* Coordinate effort and liaise between nearshore and offshore teams
* Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
* Ensure effective management and process controls are in place, and escalation is effective where necessary
* Act as a point of contact and escalation for contracted end customers
* Build services relationships with customers
* Track performance of services and prepare reporting on SLAs & KPIs
* Produce regular management reports for customers and attend review meetings
* Provide analysis, feedback and actions based on trends, root cause analysis and other reports
* Manage service improvement plans, inclusive of formalized creation and ownership with end customers
* Take an active involvement in recruitment and team retention
* Participate in offering improvements and creation
Qualifications
* Minimum of 5 years' service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft Technology
* Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
* Demonstrable problem-solving skills
* Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
* Organised and delivery focused, strong planning skills and process driven
* Superior time-management skills along with strong sense of urgency
* People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
* Able to work independently with minimal direction
* Experience in Microsoft Technology
* ITIL certified
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