Service Delivery Manager

3 weeks ago

Coventry, Coventry, United Kingdom SF Recruitment Full time
Job Title: Service Delivery Manager

SF Recruitment is seeking a highly skilled Service Delivery Manager to join our team. As a key member of our operations team, you will be responsible for managing all service delivery aspects of our accounts, ensuring seamless execution and continuous improvement.

Key Responsibilities:
  1. Drive process execution and identify opportunities for improvement
  2. Manage day-to-day operational processes and relationships as a key contact
  3. Create schedules and process flows to reflect our operations and services
  4. Monitor SLA and service performance across accounts
  5. Develop and execute service delivery plans
  6. Lead operational review meetings, presenting KPI packs and delivering service initiatives
  7. Analyze data to identify ways to improve service and performance
  8. Build strong internal relationships with support and operational functions
  9. Investigate and resolve escalated customer queries and issues
  10. Possess in-depth knowledge of our solution and the products/services our accounts use
  11. Implement new services and provide training and mentor support
  12. Lead the rollout of new initiatives and support their embedment
  13. Understand contractual service level agreements and own their delivery
  14. Identify growth opportunities and collaborate with Account Development Manager to maximize development plans
Requirements:
  1. Strong decision-making skills
  2. Strong analytical skills
  3. Project management capabilities
  4. Experience delivering excellent customer service
  5. Proven track record of identifying initiatives to improve processes and operations for customers
  6. Intermediate Excel and PowerPoint skills
Qualifications and Experience:
  1. Sound commercial and general business understanding
  2. Able to communicate concisely and effectively at all levels
  3. Problem-solving ability
  4. Experience working with £3m plus accounts

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