Excellence in Service Transition

2 weeks ago

Manchester, United Kingdom IP Integration Full time
Excellence in Service Transition

This challenging role requires a highly skilled individual to manage and improve services for our customers. As a Service Delivery Manager, you will be responsible for developing, operating, and continually improving services for our customers.

Key Accountabilities:
  • Developing, operating, and continually improving services for our customers.
  • Delivering and reporting on KPI's, SLA's, and other objectives during regular formal Service Reviews with customers.
  • Managing and communicating with key stakeholders both internally and with the customer or third parties, regarding the service being delivered.
  • Ensuring services are provided in accordance with the customer's contract.
  • Dealing with any issues or challenges that may arise with the day-to-day delivery of the services provided by IPI and ensuring they are mitigated or minimised.
  • Point of contact for escalations and major incidents.
  • Managing and reviewing the delivery of Root Cause investigations and reports back to the customer.
  • Identifying, mitigating, and managing risks to and within the service.
  • Managing the service transition, onboarding, and migration process for customers adopting, upgrading, changing, or exiting IPI services.
  • Helping to mitigate and minimise customer churn and assisting in the contract renewal process.
  • Encouraging customer adoption of enhanced services and other IPI offerings.

Your Qualifications:
  • Knowledge of UC, Contact Centre, and IT environments.
  • Strong knowledge of ITIL practices.
  • Excellent interpersonal and communication skills, great at problem-solving.
  • Be a good collaborator, communicator, and be experienced in presenting, report writing, and data analytics using tools not limited to MS 365 Suite etc.
  • Good knowledge of Service Transition methodologies.

About IPI:

IPI is a Disability Confidence Employer. The Disability Confidence scheme is a government scheme designed to encourage the recruitment and retention of disabled people and those with health conditions. We have made a commitment to have inclusive and accessible recruitment, to offer an interview to disabled people when they meet the role requirements and provide reasonable adjustments where required.

If you have any physical or mental impairment that could be classed as a disability under the Equality Act 2010 and would like to be guaranteed for an interview under the Disability Confidence Scheme, please indicate on your application/CV.

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