Description
Purpose of the Role:
As an Associate Service Delivery Manager, you will support our Service Delivery team in managing client relationships to ensure that our services are consistently delivered to meet customer expectations. This entry-level role provides an opportunity to gain experience in customer engagement, service monitoring, and performance improvement, working closely with senior team members while also managing assigned client accounts under supervision.
Duties and Responsibilities:
Customer Engagement and Relationship Management:
* Act as a point of contact for a small portfolio of clients, providing updates and support as needed.
* Assist with service review preparations and attend meetings with clients, taking notes, tracking actions, and ensuring timely follow-up.
* Build initial rapport with clients to foster positive working relationships and maintain regular communication to support service needs.
* Support the creation, review, and distribution of monthly service monitoring reports for clients to help monitor service levels and ensure satisfaction.
Service Delivery Oversight:
* Monitor service requests and incidents for assigned clients, escalating issues as required and keeping clients informed.
* Participate in High Severity Incident reviews to understand the escalation process and improve customer communications.
* Track and document common service issues to support senior managers in identifying areas for improvement.
Collaboration and Coordination:
* Collaborate with Account Managers and Project Managers to align service expectations with broader client objectives.
* Shadow the Regional Service Delivery Manager in project coordination meetings to understand project-service alignment.
* Work closely with cross-functional teams to support seamless service delivery for your client portfolio.
Performance Measurement and Reporting:
* Help collect data and prepare basic performance reports for assigned clients to track service delivery metrics.
* Contribute to continuous improvement initiatives by gathering feedback from clients and suggesting ideas for service enhancements.
Administrative and Process Management:
* Maintain up-to-date records of client interactions, service documentation, and reports.
* Support the Request for Change (RFC) process for your client portfolio, assisting with documentation and ensuring internal teams are informed.
Requirements:
Skills and Attributes:
* Client management skills: Comfortable in managing client interactions and building effective relationships.
* Strong interpersonal skills: Ability to engage and communicate effectively with team members and clients.
* Problem-solving: Willingness to learn creative approaches to problem-solving and service improvement.
* Collaborative: Ability to work effectively within a team environment.
* Organisational skills: Capable of managing multiple tasks and keeping accurate records.
* Communication: Strong written and verbal communication skills.
* Proficiency in MS Office: Comfortable using Outlook, Word, Excel, and PowerPoint for documentation and reporting.
Desired Knowledge:
* Basic understanding of ITIL principles or a willingness to learn.
* Interest in continuous improvement and service management.
* Familiarity with healthcare, social care, or education sector is a plus, but not mandatory.
This Associate Service Delivery Manager role offers an excellent starting point for candidates who are enthusiastic about client service, proactive problem-solving, and continuous learning. With support from senior team members, you will develop foundational skills for a career in service delivery management while managing and supporting your own client portfolio.