Service Delivery Lead

3 weeks ago

Belfast, United Kingdom REWARD Full time

**The Business Operations Department **aims to be a centre of excellence within Reward, supporting all retailers, publishers, suppliers, and internal colleagues by providing first class customer service at every interaction.

The Service Delivery Lead is responsible for building and maintaining strong client and internal relationships and improving services to maintain SLA’s and other key performance indicators as required by UK and global clients. The SDL is responsible for several key functions, focusing on ensuring that all requirements of the contractual service obligations are met to a high standard.

Key Responsibilities
**What You Will Do**
- Lead, guide and develop the service delivery team
- Ensure all functions drive the customers experience in line with the client expectations and manage both internal and external expectations
- Drive continuous roadmap intelligence and update to internal stakeholders
- Undertake the management and oversight of the service levels in accordance with SLAs
- Co-ordination and execution of monthly, quarterly, and annual service review meetings
- Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and highlighting risks to both the customer and the business
- Be responsible for ensuring Reward meet all contracted service obligations
- Be responsible for the creation and ongoing changes to the client contract deliverables as required
- Drive continuous improvement through reporting, trend analysis and service improvement plans
- Manage operational risks and issues
- Play an active role in initial service transition efforts for new clients
- Work closely with the technical delivery leads, other operations leads and their teams regarding on-going operational activities that are impacting service or the client
- Play an active part in the discussions regarding the on-going delivery programme and/or programme release roadmap to ensure you have a full awareness of the potential impacts on the operational services

Skills Knowledge and Expertise
- Minimum of 3 years’ experience working in an SDL or managed services role
- Evidence experience operating in a client relationship management role focussing on service delivery
- Strong stakeholder management experience and ability to influence up to director / executive level
- Proven experience of managing customer expectations within a support service environment
- Experience in people management and HR related policy guidelines
- Experience of SLA management and what it means to the client
- Expert knowledge of SLA delivery standards and control
- Ability to work within a hybrid working model minimum of 2 days in office
- Excellent business and relationship management skills
- Excellent customer facing/customer service skills
- Demonstrate understanding of common customer service tools and processes
- Able to work on own initiative, making effective decisions and collaborate within a team dynamic

**Benefits**:

- 25 days annual leave increasing by one day a year to 30 days (plus public holidays)
- Pension with Hargreaves Lansdown - 4% matched contribution
- Company holiday between Christmas & New Year (extra 3 days)
- Private healthcare with Vitality for yourself and any nominated dependents
- Early finish on the last Friday of the month (3pm)
- Ability to buy and sell holiday days as well as the ability to bank days (tenure dependent)
- Cashback/discount shopping site (Perks at Work)
- Flexible working options - we are operating a hybrid working model from our Belfast office (to be agreed with your manager)
- Variety of social events throughout the year such as Christmas party, company away day, movie nights, beer and pizza nights to name but a few

About Reward
Helping design, build and operate the best customer engagement programmes in the world, around the world. We power the best customer engagement programmes in the world We occupy a unique space between retailers and banks helping them to get closer to customers driving incremental sales and lasting loyalty.

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