Service Delivery Manager

3 weeks ago

Manchester, United Kingdom psd group Full time

Summary

Location: Manchester Airport

Day Rate: Negotiable (Inside IR35)

Duration: 6 Months (with a view to joining permanently)

Availability: ASAP


About the Client

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Their technology powers more seamless, safe and sustainable air travel.


They are looking to hire an experienced Service Deliver Manager to join on a contract basis for an initial 6 months, working on site at Manchester Airport.


About the Role

You will be responsible for overseeing and optimizing the end-to-end service delivery process to meet and exceed customer expectations. This position requires a blend of technical expertise, strong leadership skills, and a customer-centric approach.


Key Responsibilities:

Client Relationship Management:

• Build and maintain strong, long-term relationships with clients to understand their needs and expectations.

• Act as the primary point of contact for clients, addressing inquiries, issues, and escalations effectively and promptly.


Service Quality Assurance:

• Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to ensure service quality and compliance with contractual obligations.

• Continuously monitor service performance, identify areas for improvement, and implement necessary changes.


Team Leadership:

• Manage and lead a team of service delivery professionals, including service desk agents, support staff, and technical experts.

• Provide coaching, mentoring, and performance feedback to ensure team members meet their objectives.

Process Optimization:

• Streamline service delivery processes to enhance efficiency and reduce operational costs.

• Implement best practices and industry standards to achieve optimal service delivery outcomes.


Resource Management:

• Allocate and manage resources effectively to meet service delivery demands.

• Identify resource gaps and work with HR to hire, onboard, or train new staff as needed.


Risk Management:

• Identify and mitigate risks that could impact service delivery, such as security, data privacy, or compliance issues.

• Develop contingency plans to address potential disruptions.


Reporting and Documentation:

• Prepare and present regular reports on service performance to senior management and clients.

• Maintain accurate records of service agreements, incident reports, and other relevant documentation.


Continuous Improvement:

• Foster a culture of continuous improvement, encouraging team members to suggest and implement process enhancements.

• Stay updated on industry trends and emerging technologies to remain competitive in service delivery.


What We are Looking For

• Bachelor's degree in a relevant field (e.g., IT, Business, Management).

• Proven experience in service delivery management or a related role.

• Strong leadership and interpersonal skills.

• Excellent communication and negotiation abilities.

• Problem-solving and decision-making capabilities.

• Knowledge of IT service management (e.g., ITIL framework) is a plus.

• Project management experience is beneficial.

• Customer-focused mindset and dedication to client satisfaction.

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