Partner Success Delivery Manager (VN13313) Bracknell, England
Salary: Competitive package
This is an excellent opportunity to join the IT distribution channel as aService Delivery Manager,where you will be able to share your passion for exceptional customer service and develop a rewarding career within a supportive and collaborative environment.
This role is perfect for candidates with prior experience in service delivery and a solid understanding of ITIL, eager to take the next step in their career. If you speak French, we are especially keen to hear from you!
ABOUT THE ROLE
As a Service Delivery Manager at Westcon Comstor, you will play a key role in fostering a high-performance environment, achieving and maintaining an exemplary level of customer satisfaction.
Serving as the primary liaison for one of our distinguished cyber security vendors, your key responsibility will be to ensure a smooth and effective service experience for their partners/customers. This will require an in-depth understanding of our partners' service structure and technical landscape, allowing you to convey technical insights and operational guidance.
Your key responsibilities will revolve around proactively monitoring complex issues, managing escalations and working closely with both the customer and the Services team to resolve technical challenges effectively. Additionally, you'll oversee case support review meetings, identifying potential upsell opportunities and facilitating them for the account team.
We're passionate about investing in our people and equipping them with the technical knowledge, systems and tools through comprehensive training.
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This role will be based at ourBracknelloffice -hybrid working( 2 days office, 3 days remote)
We offer a competitive package and great benefits such as 25 days holiday, BUPA Healthcare and many other incentives
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KEY RESPONSIBILITIES- what you will be doing
• Participate and provide input into the initial onboarding of new partners
• Coordinate and attend regular service review meetings
• Manage customer expectations and experience in line Service Level Agreements
• Take ownership of escalations of help desk tickets that may arise from service performance issues
• Perform ongoing analysis of performance and trends
• Proactively identify risks to both customer and business and provide timely recommendations
• Recommend service improvements as identified
• Provide continual quality and customer satisfaction, following ITIL Best Practice
ABOUT YOU-Required competencies, skills and experience to be successful in this role
• Highly developed customer relationship building skills
• Previous experience in Service Delivery within IT sector (2 +years)
• ITIL certification – (Foundation Level)
• Competent in escalation procedures
• Self-motivated and willingness to learn about Cyber Security products and Services (at high level)
• Ability to articulate technical issues and scenarios to both technical and non-technical audiences
• Resilient, ability to work under pressure and to deadlines
• Responsive, resourceful and proactive in approach
• Ability to make decisions in a diplomatic and tactful manner
• Proficient in MS Office applications, Word, Outlook, Excel (intermediate level for reports)
Desirable
• Some project management experience would be beneficial
• SAP
• French language skills - verbal and written (as one of the key partners is French)
Join a growing global business
Westcon-Comstor is a leading name in IT distribution with US$4.35 billion in global revenues. Our job is to link technology vendors to our distribution partners who resell software and solutions to business and other customers.
This is an exciting time to join our expanding UK and Ireland operation, which serves the EMEA region. We have ambitious plans and huge future potential - you will be ideally placed to grow your career in a dynamic yet supportive culture.
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