We are working together with our fab client based in Hersham, Surrey (offering hybrid working) to recruit for a Service Delivery Manager. This is a great company to work for which offers a huge array of benefits!
The Service Delivery Manager will be involved in a variety of tasks that requires management of Service Delivery and Transition, and the ongoing maintenance of the support relationships with our Customers and Partners.
The Service Delivery Manager will resolve problems from our customers. They will be required to develop the Service Delivery and Transition Management organisations within the Company. Customer Service must come first and candidates with a positive, ‘can-do’ attitude will be highly welcomed!
Responsibilities
- The Service Delivery Manager is responsible for ensuring the smooth running of our Customers’ systems and network infrastructure ensuring they get maximum benefits from them. Tasks may include:
- Identification of customer escalations & following of appropriate processes
- Maintain & Manage Customer SLA expectations
- To arrange and attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes
- Create regular Service Review Stats and Presentations
- Manage 3rd parties and engagement regarding Service Delivery
- Responding to inquiries from staff, customers, service providers etc. to provide Service Delivery
- To create and own Customer facing Operational Manuals, and agree escalation paths
- Carry out regular CSIP meetings with Technical Account Managers to review status of items
- Implement Improvement Plans, with supporting processes & procedures and feed this back in Service Review meetings
- Ensure Release Management for Managed Service Customers is managed as per Operations Manuals
- Monitor Internal OLA performance and their impact on the contract
- Co-ordinate multiple Service Improvement Plans and initiatives simultaneously
- Attend regular update calls/meetings with Stakeholders as and when required
- Maintain the ongoing day-to-day relationship with the customer by email, telephone or face-to- face
- Ensure customer details are populated and kept up to date in the ITSM tool
- Ensure a Managed Services Log is maintained and accurate
- Problem and Incident management ensuring that SLAs are achieved and customer expectations are met (or exceeded)
- Transition Management ensuring smooth handover of customer solutions into Operations
- Ensure the company tools and information systems are utilised correctly and relevant information is provided
- Definition of service level agreements related to contracted services and that escalation flows are in place, advise on escalations
- To build services relationships with Customers and Partners
- Responsible for the delivery of quality and profitable services within SLAs and KPIs.
- To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
- Work as a team member within the organisation to provide a resilient service to our customers
- Deputise for the Head of Operations as required
- Will abide by Company policies including ISO27001 security
- Any other duties as requested by the business
Skills & Experience
- Minimum of 2 years’ experience Service Management in the field
- Experience of Service Delivery and Transition
- Previous experience in the Managed Services industry
- Experience of ITIL methodology
- Experience of ITSM tools
- Excellent Customer Service skills with a strong customer focus
- Self-motivated & self-disciplined.
- A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
- Ability to research subjects, with a commitment to provide continuous service improvement
- To work under pressure and think clearly in challenging situations in a logical manner
- Ability to multitask & organise priorities
- The ability to take ownership of issues & work to tight timescales