Service Delivery Manager

2 weeks ago

Longford, Telford and Wrekin, United Kingdom Bell Integration Full time

About Bell Integration

Bell Integration is a leading provider of managed services to prestigious customers in the Financial Services, Telecommunications, and Public Services sectors. We deliver high-quality services that meet the evolving needs of our clients.

Job Summary

We are seeking a highly skilled Service Delivery Manager to join our team. The successful candidate will be responsible for managing the relationship with clients, ensuring expectations are met and exceeded, and SLAs and KPIs are achieved.

Key Responsibilities

  • Design and implementation of services in accordance with Bell Integration's Service Readiness processes
  • Act as the focal point of contact and work with all impacted departments to ensure support readiness
  • Reporting progress to key stakeholders in a timely manner, highlighting service and financial progress, dependencies, and risks
  • Ensuring all commercials, support, and financial documentation is in place for the continued successful delivery of services in accordance with agreed processes, policies, and artefacts
  • Managing the relationship with clients to ensure expectations are met and exceeded, and SLAs and KPIs are achieved
  • Accountability of services delivered to the customer, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues
  • Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
  • Investigating, reporting, and resolving customer satisfaction issues
  • Communication of all service-related matters to the customer 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, including customer-facing documents, in accordance with Bell Integration's standard policies and processes are created and maintained
  • Initiation and delivery of Continual Service Improvement plans to the customer, documenting and distributing plans showing vision, benefits, effort, and action
  • Monitoring and reporting the services' financial performance; management and accountability of the budget
  • Establish a thorough understanding of the customer's business, environment, staff, and strategies – identifying opportunities for further growth of services
  • Interfacing with the internal leadership team to ensure awareness of changing business needs, communicate regarding current performance of the service, and routine reporting
  • Identifying and managing any interdependencies between projects and service delivery and ensuring service introduction processes are followed
  • Ensure compliance to Service Management processes and procedures
  • Understanding and maintaining information related to the impact on the customer's business of any outages (such as upcoming critical periods or key events, etc.)
  • Receiving, reviewing, and agreeing the level of service delivered by vendors, including the management of penalties and rewards if part of the contract
  • Receiving, processing, and identifying change requests from the client and internal parties
  • Maintaining 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
  • Working 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

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