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Service Delivery Manager

Permanent @Garniche Jobs UK in IT
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Job Detail

  • Job ID 271004

Job Description

Role Purpose-Service Delivery Manager

As a Service Delivery Manager, you will own the service experience of one or more allocated customers, adding value to key functions within the Service Operations department that enable the delivery of a high quality of service.

Key Responsibilities

1. Service Management

2. Service Transition

3. Service Remediation

4. Pro-Active Analysis

This position is a customer facing role and requires that you establish and manage expectations within your customer portfolio in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.

* Pro-actively work to support the day-to-day client relationship and drive customer satisfaction.

* Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.

* Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.

* Service Review attendance and presentation of monthly service report pack.

* Owning and managing any annual client external audit activity were included in the Master Services Agreement.

* Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.

* Identify areas of further service development and liaise with the Account Director to raise sales opportunities as they arise.

* Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.

* Overview and involvement in Projects as a key stakeholder, including supporting Acceptance into Support (AIS) activities.

* Own to conclusion any operational escalations or formal complaints.

* Act as a stakeholder in CAB, providing input to the process and adding value.

* Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.

Key Skills-Service Delivery Manager

* Strong leadership and people management skills.

* An evident passion for good customer service.

* Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder – typically to C-level.

* Able to demonstrate strong organizational skills and the ability to manage ongoing activity across multiple allocated customers.

* Manage and prioritise tasks/time efficiently and encourage the same in others.

* Able to facilitate, chair and steer meetings to achieve the stated objective/decision.

* Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.

* ITIL foundation qualification or better.

* Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.

* Willingness to support and mentor junior members of the team.

* Able to excel under pressure and meet deadlines.

* Demonstrate a creative approach to problem solving and conflict resolution.

* Must be flexible as travel within the UK and Europe may be necessary at times.

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