Service Delivery Manager

4 days ago

Reading, Reading, United Kingdom Ultima Full time
About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at Ultima. As a key member of our Managed Services team, you will be responsible for delivering exceptional service to our customers and ensuring their critical success factors are met.

Key Responsibilities
  • Proactively assess customer satisfaction levels and identify areas for improvement.
  • Drive the production of relevant Service Level Agreement (SLA) and trending data for meaningful service reporting.
  • Own service assurance and escalate corrective actions where required service levels are not being met.
  • Coordinate customer CSI programs and create, distribute, and present customer service reports.
  • Own customer documentation, including operations handbooks, service contracts, and general customer data updates in our IT Service Management (ITSM) solution.
  • Own or input into all assigned customer queries, service actions, escalations, and complaints.
  • Support the customer renewal process and assist with commercial reviews and renewal quotes in close alignment with the customer account team.
  • Participate in service design and modeling initiatives to effectively support service growth in line with our Managed Services strategic growth agenda.
  • Support the Service Transition team with onboarding new customers and new services for existing customers.
  • Support the Ultima Managed Services presales teams and act as a subject matter expert during customer presentations.
  • Regular travel to customer sites may be required.
  • Strive to become a trusted advisor for customers to encourage repeat business and business development.
  • Support the 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.
  • Minimum 4 years' experience in an externally facing SDM role.
  • Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
  • Extensive experience in delivering successful CSI initiatives.
  • Excellent time management, multitasking, and prioritization skills and experience in working in a fast-paced environment.
  • Excellent communication, customer presentation, and customer relationship building skills.
  • Desired skills: ITIL certification, technical experience with supporting corporate IT environments, specifically Microsoft and Citrix estates, and prior experience in Incident or Problem Management.

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