Job Description
Service Delivery Manager
At KPMG Microsoft Business Solution we implement best in class solutions across the Microsoft technology stack. We have extensive knowledge and expertise in all areas, enabling us to provide our clients with an integrated end-to-end solution. Our solutions are based on the Dynamics 365, Microsoft 365 and Azure range of products which enables us to deliver, powerful, connected business solutions that drive significant client value.
As we continue to grow and strengthen our support and managed services offerings, we are seeking an experienced Service Delivery Manager to join our team.
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
Requirements
* Extensive 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