Overview of the role
The role of Service Delivery Manager (SDM) will encompass a wide range of tasks including but not limited to, providing a high level of service that meets all customer requirements and individual contractual obligations within budget constraints. The SDM will be responsible for leading a new client relationship while also building and maintaining internal stakeholder relationships.
Responsibilities
The Service Delivery Manager role would suit an individual who is able to adapt to a fast-paced environment while maintaining high standards to support our customers. The successful candidate will need to demonstrate good interpersonal and communication skills as they will have to work with a range of internal and external stakeholders.
The correct person will have/be required to:
* Act as a primary customer contact and point of escalation
* Produce monthly, quarterly and annual reports for internal and external use
* Oversee and manage Service Levels (SLAs & KPIs)
* Work across multiple projects with changing priorities
* Undertake financial responsibility for allocated contracts
* Management of Incident/Problem/Change Management Processes
Skillset & Experience
Essential Skills
* Experienced Service Delivery Manager with a knowledge of ITIL
* Bachelor's degree or equivalent experience
* Relationship management and interpersonal skills
* Communication, influencing and negotiating skills
* Experience of Managed Support Services
* Presentation and report writing skills
* Problem solving and decision making