Service Delivery Manager

2 weeks ago

Solihull West Midlands, United Kingdom neoci Full time

Our client is hiring for an experienced Service Delivery Manager based at their head office in Solihull.

Salary for this role is between £40k – £45k

Company Overview:

We are a telecoms and technology company. We’re a communications company with a difference.

Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, we are a trusted supplier of voice, data, cloud, security and mobile solutions to thousands of businesses across the UK. We have around 600 passionate colleagues working within our business supporting our ever-growing customer’s needs.

Summary and purpose of the job:

We are seeking an experienced and talented Service Delivery Manager to provide pro-active & reactive technical account management & troubleshooting to specific Public Sector customers who utilise our products.

The successful candidate will attend face-to-face and remote meetings with customers across the UK, to better understand the customer’s challenges and help overcome them by using their previous skills and experience in networking, telephony & IT, as well as utilizing our large team of operations engineers which will ultimately end with the customers challenges being overcome and the highest satisfaction achieved.

They will work with the Head of Service Delivery Management and the Operations management team to help ensure we are always providing the highest standards to our customers and continuingly improving our service.

Key Responsibilities include:

  • Becoming the Single point of contact within the account for Service related problems and escalations
  • Taking ownership of escalated customer issues, troubleshooting with our engineers to find resolution.
  • Regular and agreed communication with the customer.
  • Trend analysis within your account and also from within
  • Problem Management ownership
  • Reporting against contractually agreed SLAs and guidelines
  • Proactively working with customers to ensure a continued successful relationship.
  • Continually looking for ways to improve the Service and demonstrate this

The successful candidate will have:

  • A professional approach to internal and external relationships.
  • Excellent interpersonal and analytical skill coupled with ability to understand complex concepts and communicate them in an understandable way.
  • Emotionally resilient and calm when under pressure.
  • Will be IT literate in PowerPoint, Word, Excel & Outlook.
  • Excellent communicator in both written and verbal communications
  • Excellent presentation skills and the ability to actively listen and react to customers needs
  • Facilitation skills including the ability to lead a discussion and keep it on track.
  • Ability to build trust and credibility with customers and colleagues to ensure longevity of the relationship.

Previous Experience

  • 2 years minimum experience as a Service Delivery Manager
  • Experience with enterprise clients
  • Experience in an IT or telecommunications role would be advantageous where you have gained experience of using technical products.
  • ITIL or Agile Certification preferred

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