Service Delivery Manager

2 weeks ago

Birmingham, United Kingdom OneAdvanced Full time

We are looking for a confident, experienced Service Delivery Manager (SDM) to join this high-performing team responsible for building and maintaining strong customer relationships in one UK's largest providers of business software. Our HQ is Birmingham but you can be based remotely anywhere in the UK

You will be tasked with maintain customer satisfaction and retention, and focusing on ensuring that all requirements of the contractual service obligations are met throughout the lifecycle of the management contract, we are looking for an ambitious and driven individual to make an impact and offer an exciting career path as we grow.

You will-

  • Act as the primary service management contact for the customer
  • Creation and ownership of SIP’s (Service improvement plans)
  • Ensure all engagements drive the customers experience in line with the customer contracted services, and managing customer expectations
  • Coordination of DR (disaster recovery) tests and technical infrastructure, when required
  • Gather customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified
  • Undertake the management and oversight of the Service Levels in accordance with Service Level Agreement
  • Co-ordination and execution of monthly, quarterly, and annual Service Review Meetings, face to face and remotely, in accordance with the provisions of Service Level Agreement and Service Schedule
  • Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business

We need you to bring-

  • A minimum of 3 years experience in a technical Service Delivery role
  • Expert knowledge of ITIL standards
  • Excellent business and relationship management skills
  • Commercially astute, with excellent customer facing/customer service skills

About the Company - OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

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