Service Delivery Manager

4 days ago

Wolverhampton, United Kingdom NC Associates Full time

**Service Delivery Manager/ Revenue Forecasting/ B2B Sales /Business Development, Retention and Growth / Healthcare Sector Advantageous/ Excellent Salary + Car Allowance/ Agile Working**

I am looking for an experienced Service Deliver Manager to fulfil an interim 6-month assignment for my nationally operating and market leading client. Although initially a contract position there is a strong potential for this role to convert to a permanentposition.
- Manage the Customer relationship experience and expectations by ensuring all service levels are being achieved, incidents and issues are managed to resolution and contracted reporting is provided in a timely manner
- Act as the primary interface and point of escalation for customers and stakeholders, to manage and resolve service delivery, project delivery and support incidents and issues as effectively and promptly as possible
- Positively influence Customer satisfaction by acting as the customer advocate within the department
- Understand the customer's business, direction and value drivers and use this knowledge to motivate and influence internal and external service delivery stakeholders and third-party providers.
- Contribute to the accuracy of Customer billing
- Identify, promote and implement targeted service revenue opportunities
- Input to weekly, monthly and yearly revenue forecasting and operational cost analysis
- Chair, minute and manage monthly Service Review meetings and responsibility for all associated Reporting.Attend and contribute to Quarterly service/business reviews alongside the assigned account manager
- Contribute to the development of billable non-standard Service requests and commercial terms and conditions for in contract growth
- Support the financial management of account Profit and loss by contributing to cost management and customer contracted billing
- Contribute to pre-sales activities, pipeline and account plan financial strategies
- Provide functional leadership of internal & external implementation and support teams in the delivery of contracted solutions and services
- Establish relationships with internal delivery teams, setting clear accountabilities with external third parties where appropriate
- Actively engage with delivery teams, ensuring initiatives and issues are effectively managed to closure
- Demonstrate effective functional people management skills including team building and motivation
- Contribute and assist with customer communication strategies and updates to the Senior Leadership Team, key management and stakeholders during major incidents
- Ensure delivery to business objectives, contractual obligations, and achievement of client expectations
- Take leadership on all aspects of end-to-end service delivery, including the overall service model and relationships
- Facilitate governance meetings addressing issues and service risk processes to deliver agreed outcomes
- Take responsibility for building collaborative service improvement initiatives to ensure continuing customer satisfaction and operational excellence
- Govern and support activation, assurance and billing escalations, manage and resolve service delivery issues
- Implement and/or establish contracted account governance framework for assigned customers, including Contract compliance registers, RAID Logs, Service Improvement Plans, etc.
- Manage vendors and sub-contractor organisations to achieve contractual and customer expectations

**Requirements**:

- Experience in Service Delivery Management of Customer Contracts
- Strong communication skills and ability to quickly develop and nurture effective relationships, at all levels, within the Customer organisations and across all internal & external stakeholders
- Strong experience working within a Service Management Framework
- Tangible experience of Incident (including Major Incident), Problem, Change, Service Level Management processes and Service Desk functions
- Proven delivery of Continual Service Improvement Programs, RAID Logs and Contract Compliance Registers
- Contract Compliance experience with customers, suppliers, technical delivery teams and operational areas
- Experienced in reporting to Customers on all aspects of commercial, financial, service delivery and relationship management
- Delivery knowhow, problem-solving and negotiation skills to employ during issue and exception management scenarios and recovery planning
- Ability to work with a degree of autonomy
- Strong experience in scope, risk, change & release and escalation management.
- Experience in The Public Sector, Healthcare and Financial Services (Insurance, Pensions, Mortgages, NHS)
- Possess strong networking communication and presentation skills, both written and verbal.
- Be driven to complete, achieve and succeed.
- Experience working with Digital Document Management solutions, OCR and ICR capture software as well as scanning capture software is highly advantageous
- Advanced computerised system skills
- Ability to start work on a reduced notice period and commit to an initial 6 month contract
- Ability to commute to the Wolverhampton office minimum 2 days per week, living in commutable distance

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