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Service Delivery Manager
As the Service Delivery Manager, you will be responsible for establishing and maintaining operational relationships with the allocated Client to ensure end-to-end services support and enable current and future business needs.
Key responsibilities:
1. Building and maintaining strong client relationships, and participating in client meetings regarding performance to ensure client satisfaction
2. Ensuring that Services are delivered in a manner that achieves the service level agreements
3. Financial analysis and reporting
4. Efficiency and process improvement recommendations internally and externally
5. Managing the delivery of contracted services to clients to ensure that SLAs and KPIs are met or exceeded
6. Developing strategic relationships with the client, building trust and profile within the Client’s team
7. Service review management, planning, reporting, CSAT management, risk management, escalation, and resolution ownership
8. Identifying upsell and retention opportunities and managing them through to completion with Sales teams
9. Managing change management and change control processes within a complex contract framework
10. Ensuring timely delivery of implementations and ongoing services, maintaining control over project schedule, risks, scope, and budget
Knowledge and experience required:
* Experience in Service Delivery Management or Client relations roles
* Experience in B2B client-facing roles
Desirable knowledge and experience:
* Experience in the IT/Telecoms industry
* Understanding of ITIL processes, incident, change, and problem management
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