Service Delivery Manager
4 weeks ago
As a Service Delivery Manager at Reed, you will play a pivotal role in delivering exceptional service to high-profile customers using our Managed Service platform. This position is perfect for someone who thrives in a fast-paced environment, possesses excellent process management skills, and has a proactive approach to customer service.
Key responsibilities include:
- Proactively managing the performance and communication of services provided to customers, ensuring operational service targets and contractual compliance are met.
- Acting as the voice of the customers internally, coordinating different teams' efforts in delivering services throughout the lifecycle, and being an escalation point.
- Supporting the ongoing execution of IT Strategy Reviews and Technology Roadmaps developed for customers.
- Ensuring adherence to service management principles including Incident Management, Service Request Fulfilment, and Continual Service Improvement.
- Leading regular meetings and service reviews with customers, both onsite and virtually.
- Collaborating with Account Managers and Solutions teams to identify new opportunities to expand our services.
- Managing hardware maintenance and software renewals to ensure business continuity for customers.
- Producing and presenting service reports and analytical reports for both technical and non-technical stakeholders.
- Identifying and implementing process improvements to enhance service delivery and performance.
Required skills and qualifications include:
- Minimum of 2 years' experience in service delivery management within an MSP/reseller environment.
- Strong IT background with a demonstrable understanding of service operations.
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Service Delivery Manager
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