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Service Delivery Manager
2 months ago
Job overview / purpose
Overall ownership & accountability for the management and successful delivery of contracted services, across a wide range of customers. The role is responsible for ensuring all IT & related services meet contracted specifications across the full-service lifecycle.
Client Relationship building is crucial in this role, building & maintaining strong customer relationships is key to delivering exceptional service for new & existing customers. You will act as the central point of contact for service delivery for your aligned accounts, focusing on customer experience and driving satisfaction.
Main duties and responsibilities
- Build, own & manage client relationships.
- Own & manage delivery of services against contracted service levels and performance, ensuring obligations are fulfilled & contractual compliance.
- Lead routine structured service reviews with customers, alongside production of monthly service reports.
- Provide analysis and recommendations for service and customer satisfaction improvements based on the service performance data (Trend analysis, monthly reporting etc).
- Manage & maintain Continual Service Improvement plans & RAID log documentation to progress service issues, improvement & risks.
- Ensure robust processes and procedures are maintained to ensure consistently high service performance.
- Proactively recommend improvements to our service and client environments via the service reviews.
- Contribute to customer ICT Strategy & development plans.
- Proactively identify service enhancement & upselling opportunities and reducing cost where appropriate for the customer.
- Work closely with all areas of the business; Account Management, Projects, Consultancy and Heads of Departments.
- Contribute and drive change across Service Delivery/Operational Teams.
Skills, experience and qualifications
- Experience managing client relationships
- Experience managing internal and external stakeholders
- Experience of escalation procedures & management
- Ability to manage, organise & prioritise tasks efficiently
- Highly focused on customer service
- High focus of continuous service improvements
- Excellent track record of improving service delivery & customer experience
- Soft skills: problem solving, communication & detail oriented
Disability Confident
Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees. We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms. The diversity in our team is what helps our business work so well.
To find out more about our disability commitment please contact People & Culture or ask during the interview.
Our offering
In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:
- To work at a 3* World Class Best Company
- Flexibility over where you work with our Winning from Anywhere® approach
- 25 days holiday
- Home working allowance paid monthly
- Winning from Anywhere® allowance to help your set up at home
- 24/7 GP at hand
- Immediate 24/7 access to an Employee Assistance Programme
- We’ll support you when you’re not well with our Company sick pay scheme
- Private health insurance after a successful year’s service
- Enhanced parental pay and leave, supporting you with those precious life moments
- Access to the Perkbox platform to help make your money go further
- Cyclescheme
- Electric car scheme
- And many more
