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Service Delivery Manager
3 months ago
Contract Type
: Permanent, full timeSalary Package: Competitive base, Car allowance/company car, bonus scheme, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours: am – pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs Interview Process: -stage processWhy SCC?
An inclusive workplace Excellent package: solid basic and company benefits Hybrid working & core hours in line with role requirements Career development and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose:The Service Delivery Manager role manages the delivery of one or more of our Technology Services. Success in this role will be demonstrated through the efficient delivery of provisioned SCC services to their contracted service levels and by delivering a high level of customer satisfaction underpinned by CSI initiatives.
Key responsibilities: Ensure operational Service risks are captured on the Service Risk Register and treated accordingly. Ensure Customer Success and Account Management teams are informed where such risks present a material threat to the quality of the service we provide to our Customers, along with any proposed mitigations. Ensure billing information for your services is accurate and executed, including where there is a variable element. Work with the Customer Success and Account Management teams to respond to any queries, or proposed changes Ensure the CSIPs for your aligned service is maintained, that actions are prioritised based on input from key stakeholders such as Customer Success, and that updates are provided on a regular basis. Understand our SLA commitments for your services such that you can track performance and proactively flag to the operational teams where you note a degradation in performance such that we can aim to recover service quality. Skills and experience: Previous experience as a successful service delivery manager, with a proven track record of working in a customer and/or operationally facing role. Experience working with, and managing, stakeholders and customers. Highly motivated and enjoy a fast-paced environment. Flexible approach, able to operate effectively with uncertainty and change. Able to work independently, autonomously and take initiative. An understanding of ITIL-aligned principles and processes. About You