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Service Delivery Manager
4 months ago
Service Delivery Manager
Salary - Negotiable
Plus Car or car allowance (£500 per month) 22 days holidays. Pen plus benefits package options.
Oxfordshire - Hybrid working 2 days per week in office.
You will be the central point of contact for our Managed Service and Support customers, ensuring clients' needs are fulfilled as per agreed contracts and performance criteria.
The role involves working closely with Clients, Service Introduction Managers and IT Teams to ensure services and infrastructure have a cost-effective level of capacity to deliver services, measuring KPI's to ensure continual improvement and service continuity.
**Key Tasks**:
- To manage the day-to-day relationship with the customer from a service perspective
- Schedule and attend regular customer service reviews
- Ensure Service Level Agreements are achieved
- Provide monthly reporting to the Services Manager including SLA's, call volumes, major incidents and other management information
- Take ownership of any support issues which are of a critical nature and drive forwards from a Problem Management view
- Attend prospect presentations and support the commercial team during pre-sales stages
- Manage escalation process on all major incidents/changes and also on issues to the manufacturer ensuring adherence to SLA's
- Dealing with and resolving customer complaints
- Training the live/on-site operations team in how to deal with incidents and client communication
- Fulfil line management function for on site Managed Service teams and where required Services teams based at Head Office
- Identify service improvement and commercial opportunities with existing clients
- Ensure compliance of Managed Service teams to Company policies and procedures.
- To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
- To be responsible for implementation of, and adherence to, the Company agreed frameworks for service within the Managed Service via ITIL methodology.
- Deputizing for the Services Manager when required
**Performance Measures**:
- Minimised SLA/KPI penalties
- Completion of staff annual appraisals
- Exemplorary Customer Satisfaction Scores
- Customer retention and renewals
**Key Skills**:
- Excellent time management skills
- Excellent interpersonal skills
- A willingness to jump in on an incident no matter what the time of the day.
- Good commercial/contract awareness
- Ability to promote CPD within team
- Excellent personal presentation skills
- Good numerical and literacy skills
- Good level of Microsoft Office skills, particularly Excel and Word packages
Clean driving licence
This position will require an enhance DBS check
ITIL Foundation Certificate beneficial
INDIT
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
