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Senior Service Delivery Manager
2 months ago
Service Delivery Manager
At Ultima, we're committed to delivering world-class services to our customers. As a Service Delivery Manager, you'll play a critical role in ensuring our Managed Services customers receive outstanding service.
Key Responsibilities:
- Work closely with the Customer and Ultima Technical Support teams to deliver exceptional service.
- Manage a portfolio of customer accounts and ensure overall Managed Service delivery and customer satisfaction.
- Represent the 'voice of the customer' and contribute to ongoing systems, services, and operational process enhancements.
- Proactively assess customer satisfaction levels and identify actions needed to ensure critical success factors are delivered.
- Drive the production of relevant SLA and trending data for meaningful service reporting.
- Own service assurance and escalate corrective actions where required service levels are not being met.
- Create, distribute, and present customer service reports.
- Own customer documentation, such as operations handbooks, service contracts, and general customer data updates in Ultima's 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 the Managed Services strategic growth agenda.
- Support the Service Transition team with onboarding new customers and/or 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.
- Support the Account Director with identifying and progressing 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, with experience working in a fast-paced environment.
- Excellent communication, customer presentation, and customer relationship building skills.
- ITIL certification.
- Technical experience with supporting corporate IT environments, particularly Microsoft and Citrix estates, is an added bonus.
- Prior experience in Incident or Problem Management.
