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Service Delivery Manager
2 months ago
About the Role
We are seeking a highly skilled Service Delivery Manager to join our team at Bell Integration. As a key member of our Managed Services team, you will be responsible for delivering exceptional service to our customers, ensuring their needs are met and exceeded.
Key Responsibilities
- Design and implement service transition plans to ensure seamless delivery of services to customers.
- Manage relationships with clients to ensure expectations are met and exceeded, and SLAs and KPIs are achieved.
- Accountability of services delivered to customers, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues.
- Investigate, report, and resolve customer satisfaction issues.
- Communicate all service-related matters to customers and internally.
- Creation of customer service reports and performing customer service reviews.
- Ensure a catalogue of available services, service design, and all standard service documentations are created and maintained.
- Initiate and deliver Continual Service Improvement plans to customers, documenting and distributing plans showing vision, benefits, effort, and action.
- Monitor and report services financial performance; management and accountability of the budget.
- Establish a thorough understanding of customers' business, environment, staff, and strategies – identifying opportunities for further growth of services.
- Interfacing with internal leadership teams to ensure awareness of changing business needs, communicate regarding current performance of services, and routine reporting.
- Identify and manage any interdependencies between projects and service delivery and ensure service introduction processes are followed.
- Ensure compliance to Service Management processes and procedures.
- Understand and maintain information related to the impact on customers' business of any outages (such as upcoming critical periods or key events, etc.).
- Receive, review, and agree the level of service delivered by vendors, including the management of penalties and rewards if part of the contract.
- Receive, process, and identify change requests from clients and internal parties.
- Maintain agreements with 3rd party teams on the scope and hours of availability of their support services.
- Ensure that operational methods, procedures, facilities, and tools are established, reviewed, and maintained.
- Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services.
- Support business change, ensuring that stakeholders understand available IT services, and promotes financial and commercial awareness to deliver value-for-money.
- Work closely with the Sales team and the assigned Account Director/Manager; conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services.
- Negotiate at senior level on technical or commercial issues, ensuring all parties understand and agree on meeting needs.
- Monitor relationships including lessons learned and appropriate feedback, initiating improvement in services, products, and systems.
Requirements
- 5+ years' experience within a service delivery/operations capacity.
- Prior experience in working for a managed service provider is desired but not essential.
- Strong ITIL exposure with accompanying certified accreditation.
- Excellent communication, presentation, facilitation, and negotiation skills are required for this role.
- A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services.
- Demonstrated people management experience, leading, and motivating successful teams.
- Strategic business planning with the ability to translate business requirements into individual, team, and departmental objectives.
- Experience in developing and implementing effective processes.
- Commercial experience of managing P&Ls with effective and profitable control.
- Self-motivated and flexible and able to work well with multiple service deliverables.
- Open to new ideas and adaptable to customer, team, and organisational requirements.
- Ability to travel to customer site is essential.
- Must be able to obtain SC if required.
About Bell Integration
Bell Integration is a leading provider of managed services, delivering exceptional service to our customers across various sectors. We are committed to excellence and innovation, and we are seeking a talented Service Delivery Manager to join our team.
