Service Delivery Manager
4 weeks ago
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.
Key Responsibilities:
- Proactively assess gaps in customer satisfaction levels and take actions to ensure customer critical success factors are delivered.
- 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's 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's 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' 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, especially Microsoft and Citrix estates, will be an added bonus.
- Prior experience in Incident or Problem Management.
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