Service Delivery Manager

11 hours ago

Reading, Reading, United Kingdom Ultima Full time

{"h1": "Service Delivery Manager", "p": "At Ultima, we are seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring outstanding service delivery to our Managed Services customers. You will work closely with our Customer and Technical Support teams to identify and address any issues that may impact our customers\u2019 experience.

Key Responsibilities:

* Proactively assess customer satisfaction levels and identify areas for improvement
* Drive the production of relevant SLA and trending data for meaningful service reporting
* Ownership of service assurance and escalation of corrective actions where required service levels are not being met
* Ownership and coordination of customer CSI programs
* Creating, distributing, and presenting customer service reports
* Ownership of customer documentation such as operations handbooks, service contracts, and general customer data updates in Ultima\u2019s ITSM solution
* Ownership of or input into all assigned customer queries, service actions, escalations, and complaints
* Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with customer account team
* Participate in service design and modeling initiatives to effectively support service growth in line with Managed Services strategic growth agenda
* Supporting the Service Transition\u2019s team with onboarding new customers and or new services for existing customers
* Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations
* Regular travel to customer site(s) where required
* Strive to become a Trusted Advisor for customer to encourage repeat business and business development
* Supporting Account Director with identification and progression of 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
* Minimum 4 years\u2019 experience in an externally facing SDM role
* Experience in delivering fully outsourced Service Desk and Infrastructure Management services
* Extensive experience in delivering successful CSI initiates
* Excellent time management, multitasking, and prioritization skills and be experienced in working in a fast-paced environment
* Excellent communication, customer presentation, and customer relationship building skills

Desired Skills:

* ITIL certification
* Technical experience with supporting corporate IT environments, specially Microsoft and Citrix estates will be an added bonus
* Prior experience in Incident or Problem Management

If you are a motivated and experienced Service Delivery Manager looking for a new challenge, please apply today"}

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