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Service Delivery Manager

2 months ago

Reading, Reading, United Kingdom Ultima Full time

Job Title: Service Delivery Manager

Job Summary:

Ultima is seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring outstanding service delivery to our Managed Services customers.

Key Responsibilities:

  • Proactively assess gaps in customer satisfaction levels and take actions to ensure customer critical success factors are delivered.
  • Drive the production of relevant SLA and trending data for meaningful service reporting.
  • Ownership of service assurance and escalation of corrective actions where required service levels are not being met.
  • Creating, distributing, and presenting customer service reports.
  • Ownership of customer documentation such as operations handbooks, service contracts, and general customer data updates in Ultima's ITSM solution.
  • Ownership of or input into all assigned customer queries, service actions, escalations, and complaints.
  • Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with customer account team.
  • Participate in service design and modeling initiatives to effectively support service growth in line with Managed Services strategic growth agenda.
  • Supporting the Service Transition's team with onboarding new customers and or new services for existing customers.
  • Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations.
  • Regular travel to customer sites where required.
  • Strive to become a Trusted Advisor for customers to encourage repeat business and business development.
  • Supporting Account Director with identification and progression of further Managed Services business.
  • Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations.

Requirements:

  • Minimum ITIL CSI certification.
  • Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
  • Excellent time management, multitasking, and prioritization skills and be experienced in working in a fast-paced environment.
  • Excellent communication, customer presentation, and customer relationship building skills.
  • ITIL certification.
  • Technical experience with supporting corporate IT environments, specifically Microsoft and Citrix estates, will be an added bonus.
  • Prior experience in Incident or Problem Management.