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Service Delivery Manager

2 months ago

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

About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at Bell Integration. As a Service Delivery Manager, you will be responsible for transitioning, operating, and transforming services for our prestigious customers in Heathrow.

Key Responsibilities

  • Design and implement services in accordance with Bell Service Readiness processes
  • Act as the focal point of contact and work with impacted departments to ensure support readiness
  • Report progress to key stakeholders, highlighting service and financial progress, dependencies, and risks
  • Ensure all commercials, support, and financial documentation is in place for continued service delivery
  • Manage client relationships to ensure expectations are met and exceeded, and SLAs and KPIs are achieved
  • Accountability for services delivered to customers, ensuring quality and client satisfaction, and acting as the single point of escalation for service-related issues
  • Monitor service delivery and implement actions to maintain or improve levels of service
  • Investigate, report, and resolve customer satisfaction issues
  • Communicate service-related matters to customers and internally
  • Creation of customer service reports and performance reviews
  • Ensure a catalogue of available services, service design, and standard service documentation is 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, managing and accounting for budgets
  • Establish a thorough understanding of customers' businesses, environments, staff, and strategies, identifying opportunities for further growth of services
  • Interface with internal leadership teams to ensure awareness of changing business needs, communicate current service performance, and routine reporting
  • Identify and manage interdependencies between projects and service delivery, ensuring service introduction processes are followed
  • Ensure compliance to Service Management processes and procedures
  • Understand and maintain information related to the impact on customers' businesses of any outages
  • Receive, review, and agree the level of service delivered by vendors, including 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 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 stakeholders understand available IT services and promote financial and commercial awareness to deliver value-for-money
  • Work closely with the Sales team and 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
  • 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, able to work well with multiple service deliverables
  • Open to new ideas and adaptable to customer, team, and organisational requirements
  • Able to travel to customer site in Heathrow is essential
  • Must be able to obtain SC if required