Service Delivery Excellence Manager

16 hours ago


Birmingham, Birmingham, United Kingdom OneAdvanced Full time
About OneAdvanced

As a leading organization in our field, we strive to provide unparalleled service excellence and drive business growth through strategic partnerships. Our dedicated team of professionals is passionate about delivering tailored solutions that meet the unique needs of our clients.

Salary: £55,000 - £75,000 per annumJob Description

In this critical role, the Service Delivery Manager will play a pivotal part in sustaining customer satisfaction and loyalty by cultivating strong relationships and ensuring that all contractual obligations are met throughout the management contract lifecycle.

  1. Acts as the primary point of contact for customer service inquiries.
  2. Designs and implements Service Improvement Plans (SIPs) to enhance service quality and efficiency.
  3. Cultivates a superior customer experience by guaranteeing that all engagements meet contracted services and manages customer expectations effectively.
  4. Gathers customer roadmap intelligence and shares insights with internal stakeholders to identify potential business opportunities.
  5. Oversees Service Levels in compliance with the Service Level Agreement.
  6. Coordinates and facilitates regular Service Review Meetings with customers, aligning them with the Service Level Agreement and Service Schedule.
  7. Analyzes performance data, trends, and reports to provide actionable recommendations and risk assessments for both the customer and business.
Requirements
  • Minimum 3 years of experience in technical Service Delivery roles.
  • Demonstrated expertise in ITIL standards.
  • Exceptional business acumen and relationship-building skills.
  • Strong commercial awareness and customer-facing/service expertise.
Benefits

We believe in investing in our employees' well-being and recognize their value as our greatest asset.

  • Annual Leave: 25 days + public holidays, with optional additional days.
  • Employee Assistance Programme: Confidential advice, support, and counseling available 24/7 through Care First.
  • Professional Development Programs: Future Leaders, Leadership Training, and more to aid your career advancement.
  • Performance Bonus: Our Group-wide bonus scheme rewards individual achievements.
  • Pension Scheme: 5% matched contribution by the company through Scottish Widows.
  • Income Protection Insurance: Support during challenging times.
  • Performance & Talent: Real-time feedback, discussions, and goals for growth.
  • Making a Difference: Opportunities to positively impact causes you care about.
  • Volunteer Time: Utilize leave for meaningful contributions.
  • Pennies from Heaven: Donate effortlessly.


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