Senior Service Delivery Manager
1 month ago
Service Delivery Manager
Location: Mainly remote with occasion travel to London required.
Permanent
I have an exciting Service Delivery Manager opportunity with one of the country’s leading independent communications companies.
Our client is a dynamic and client focused managed service provider who specialise in communications and networking for a wide range of clients all over the UK and who pride themselves on providing complex solutions made simple for their customers.
This is a fantastic opportunity to play a crucial role with one my client’s newest customers where you will directly with them to manage their contact centre and cloud services, oversee day to day operations, performance and governance.
The ideal candidate will be an experienced, ITIL focused Service Delivery professional with a high level oof experience working with telephony and Contact Centre clients.
Establishing ITIL Best Practice Methods with the customer and internal teams
· Build upon, creating and developing robust delivery methodologies for the customer and the customer’s internal teams.
· Act as principle contact for assigned/aligned strategic accounts.
· Manage service level agreements and monitor internal teams to ensure adherence, building knowledge articles and best practices to be followed.
· Conduct trend analysis across all processes within operational teams providing working solutions where possible.
· Understand, build, and maintain the customer/partners KPIs and SLAs, influencing and training internal stakeholder teams to understand processes aligned to support this.
· Develop and deliver customer specific Managed service reporting.
· Engage internal teams as required to develop resolution and expected timeline for delivery of defect resolution.
· Manage contracted deliverables and services included within the solution purchased by the customer.
· Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by the client’s professional services.
· Maintain close alignment with the end customer’s Account Management team to encourage adoption of technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)
ITIL methodology expertise with emphasis in Service and Incident Management
· Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
· In depth understanding of KPI’s and objectives around Service Management
· Strong customer relationship skills and service orientation
· Managed Services / SaaS service management experience on a global scale
· Previous experience in a day 2 support services capacity with Contact Centre and its associated telephony and architecture
· ITIL v3 or v4 Foundation Certification (minimum)
· 15+ years’ experience in fast-paced commercial environment, overseeing the successful rollout and transformation of key IT and digital strategies.
· 5+ years of relevant experience in ITIL Process Design and/or ITSM integration
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