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Service Delivery Manager
2 months ago
The Service Delivery Manager role at SCC is a critical position that oversees the delivery of one or more of our Technology Services. This individual will be responsible for ensuring the efficient delivery of provisioned SCC services to their contracted service levels and delivering a high level of customer satisfaction underpinned by CSI initiatives.
Key Responsibilities- Ensure operational Service risks are captured on the Service Risk Register and treated accordingly. Inform the Customer Success and Account Management teams of such risks and proposed mitigations.
- Ensure accurate billing information for services, including variable elements, and work with the Customer Success and Account Management teams to respond to queries or proposed changes.
- Maintain the CSIPs for aligned services, prioritize actions based on input from key stakeholders, and provide regular updates.
- Understand SLA commitments for services to track performance and proactively flag degradation to operational teams for recovery.
- Previous experience as a successful service delivery manager with a proven track record in customer-facing or operational roles.
- Experience working with and managing stakeholders and customers.
- Highly motivated and adaptable, with a flexible approach to operating in uncertain and changing environments.
- Able to work independently and take initiative.
- Understanding of ITIL-aligned principles and processes.
SCC is a leading provider of Technology Services, and this role offers the opportunity to join a dynamic and inclusive workplace with a strong focus on customer satisfaction and CSI initiatives.
