Service Delivery Manager Managed Services
4 days ago
Service Delivery Manager - Managed Services - Infrastructure - Cloud - MSP - IT Reseller - Systems Integrator - IT Services - WFH with travel 2-3 days a week - Up to £65k Base + Bonus - Cheshire - Greater Manchester
**Service Delivery Manager**
**Cheshire**
**WFH with 3 days on site**
**Up to £65,000 + bonus + benefits**
Our client a leading managed service provider are actively recruiting for an experienced Service Delivery manager with MSP / IT reseller experience. You will be delivering and taking personal ownership of the operational relationship between 1 key client andthe internal team, ensuring the delivered services meet with the customer's requirements and perform as expected.
**Responsibilities**:
- Establishes client relationships with key points of contact and influencers
- Client's trusted point of contact for service concerns and initial point of escalation
- Responsible for understanding client health and escalating when appropriate to mitigate churn risk.
- Responsible for driving client specific service improvement.
- Ensure completeness of Client Handbook at the point of client onboarding
- Managing SLA adherence to avoid service credit risk.
- Aligning Service Management time on account to associated client revenue/value, and for triggering positive discussions to flex the Service Management support up/down based on client's changing needs (review recommended bi-annually)
- Awareness of service delivery in line with contractual entitlement, seeking support to close/align gaps
- Support client with in-life change requests
- Pass leads through to Sales and follow through
Experience
- Extensive experience in Service Management role, preferably within the Managed Service Provider industry
- Managing contractual performance of services within agreed SLA, and influencing action required to mitigate or remediate SLA breach
- Chairing Service Review meetings with clients, and preparation/interpretation of report inputs to the session.
- In-depth knowledge of Cloud and Infrastructure products and services
**Skills**:
- Managing time to support 1 or 2 very large client accounts
- Excellent relationship management skills, building effective client and internal stakeholder relationships
- Articulate communicator and presenter
- Setting clear expectations and delivering on promises
- Diligence around identifying actions required to drive service improvement, and influencing the delivery of the actions within the agreed timescale
This is a very exciting opportunity where you will grown and develop. Workign with a successful and supportive team. For more information and to apply, click APPLY and a member of the team will be in touch
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