Details
We are seeking a Service Delivery Manager to join our talented team here at Service Express to be responsible for the successful delivery of our contracted services and to develop quality relationships with customers and service Express Colleagues.
The Service Delivery Manager will be responsible for overseeing all activities related to the efficient and effective provision of services to meet the requirements of the customer’s contractual obligations. They possess in-depth knowledge of the customer’s business and influence, ensuring services align with contracted terms and accurate invoicing. The SDM oversees service quality and drives improvements across the business. They continually develop professionally, focusing on the value their role brings to both customers and the business. Additionally, the SDM supports the onboarding process for new customers and businesses, ensuring a seamless transition into service. They also participate in an on-call rotation to support critical incident processes
What you will do?
1. Act as the primary service management contact for the customer and build effective working relationships with key influencers.
2. Act as the escalation point within the business for the customer.
3. Manage delivery against contracted Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s), using an approach which is aligned to the ITIL framework and delivers against the customers’ expectations.
4. Engage with internal and external teams to evaluate the delivery whilst ensuring the capture of all commercial impacts.
5. Support project teams to ensure that project delivery meets agreed standards and expectations for operational delivery and that transition of services into business-as- usual is seamless.
6. Ensure all engagements drive the customers experience in line with the customer contracted services, always managing customer expectations.
7. Co-ordinate experience and satisfaction surveys with the customer.
8. Co-ordination and execution of monthly, quarterly and annual Service Review Meetings in accordance with the provisions of Service Level Agreement and Service Schedule.
9. As required ensure Service Improvement Plans (SIP) are in place to address any risks relating to the delivery of service in line with the Schedules and the Service levels. Manage all activities to resolution.
10. As appropriate develop a Continuous Service Improvement Plan (CSIP). Ensuring a clear distinction is made between fundamental service additions / changes versus improvements to processes. Ensure that where appropriate they are costed, and an appropriate order is in place from the customer.
11. Monitor on-going related out-of-service-scope activities and projects ensuring an overall view of the customer experience and service is maintained.
12. Oversee maintenance of documentation and procedures relating to all aspects of all services provided to the customer.
13. Contribute to the continual development and improvement of Change, Problem and Incident management processes and procedures.
14. Recognise the impact of change to customer environments, seek and deliver service improvement opportunities for the customer.
15. Support the account management teams by identifying, communicating, and helping to develop commercial (up selling) opportunities identified through service delivery processes, assisted by having the right relationships with key influencers.
16. Contribute to the Critical Incident Team on an out of hours rota basis to ensure there is a focus on the customer experience and requirements during a Critical Incident.
17. Understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the UK General Data Protection Regulations.
What you will bring?
18. Preferable experience in IT Service Delivery role.
19. Preferable background in IT technology and/or a managed service provider
20. Appreciation of business functions which include commercial, audit and compliance awareness.
21. Ability to adapt the communication style in order to build and maintain successful relationship with customer.
22. Ability to develop own credibility, with strong networking skills, supporting business partnerships to achieve mutually beneficial outcomes.
23. Preferable ITIL Foundation certification
What we offer
24. Up to £60,000 + 15 % Bonus*
25. Car allowance
26. 33 days annual leave (including bank holidays) + Birthday Day off + additional bonus bank holiday attachments.
27. 5% Pension contribution
28. Paid volunteer hours
29. Lifestyle Benefits, Employee Assistance Programme, Life assurance, Private Medical Insurance and more.
30. A Collaborative company that focuses on providing our employees and customers through the best experience.
31. On site Gym and use of personal trainers.
32. Hybrid flexible working to suit your needs
33. Job specific training provided + ongoing continuous development
34. Easy and Free on-site Parking
Come join our fabulous and highly collaborative team!
#Li-Hybrid