Service Delivery Operations Manager

2 days ago

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

Overview

Bell Integration is a managed service provider delivering services to several well-known organisations across the Financial Services, Telecommunications, and Public Services sectors. We are seeking an experienced Service Delivery Operations Manager to lead our service transition and delivery activities.

About us

As a Transformation Service Leader, you will be part of a team of service management professionals who care about their customers, services, and colleagues. You will work on customer site in Heathrow, with occasional travel to Bell offices in London, Wokingham, and Portsmouth.

Responsibilities

Service Transition

  • You will support new customers and/or service transition activities, ensuring seamless handovers and successful service launches.
  • Design and implement services in accordance with Bell's Service Readiness processes, ensuring timely completion and quality standards.
  • Act as the focal point of contact, working closely with impacted departments to ensure support readiness and effective communication with stakeholders.
  • Report progress to key stakeholders, highlighting service and financial performance, dependencies, and risks.
  • Maintain accurate records of all commercials, support, and financial documentation for ongoing service delivery.

Service Delivery

  • Develop and maintain strong relationships with clients, ensuring expectations are managed and exceeded, and SLAs and KPIs are achieved.
  • Accountability for delivered services, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues.
  • Monitor service delivery effectiveness and implement actions to maintain or improve service levels.
  • Investigate, report, and resolve customer satisfaction issues, providing regular updates to stakeholders.
  • Communicate service-related matters to clients and internally, ensuring transparency and effective issue resolution.
  • Prepare and present customer service reports, conducting reviews to identify areas for improvement.
  • Maintain a comprehensive catalogue of available services, service design, and standard documentation, adhering to Bell's policies and processes.
  • Promote Continual Service Improvement plans to clients, documenting benefits, effort, and action required.
  • Manage service financial performance, controlling budgets effectively and making informed commercial decisions.
  • Foster a deep understanding of client businesses, environments, staff, and strategies, identifying opportunities for service growth.
  • Engage with internal leadership teams to ensure awareness of changing business needs, communicating performance and routine reporting.
  • Identify interdependencies between projects and service delivery, ensuring adherence to service introduction processes.
  • Ensure compliance with Service Management processes and procedures.
  • Maintain awareness of potential service disruptions and critical periods, collaborating with clients to mitigate risks.
  • Review and agree service levels with vendors, managing penalties and rewards where applicable.
  • Process and manage change requests from clients and internal parties, maintaining agreements with third-party teams.
  • Establish operational methods, procedures, facilities, and tools, ensuring continuous improvement and efficiency.
  • Negotiate with relevant parties regarding disruptions and major service amendments.
  • Support business change initiatives, promoting financial and commercial awareness to deliver value-for-money.
  • Collaborate closely with Sales teams and Account Directors/Managers, analyzing demand for services and influencing stakeholders to secure necessary investments.
  • Negotiate senior-level technical or commercial issues, ensuring mutual understanding and agreement on meeting needs.
  • Monitor relationships, gathering lessons learned and feedback, initiating improvements in services, products, and systems.

Qualifications

  • A minimum of 5+ years' experience within a service delivery/operations capacity.
  • Prior experience in working for a managed service provider is desirable but not essential.
  • Strong ITIL exposure with accompanying certified accreditation.
  • Excellent communication, presentation, facilitation, and negotiation skills.
  • A proven track record of developing strong client relationships and improving services.
  • Demonstrated people management experience, leading and motivating successful teams.
  • Strategic business planning skills, translating business requirements into individual, team, and departmental objectives.
  • Experience in developing and implementing effective processes.
  • Commercial experience of managing P&Ls with profitable control.
  • Self-motivated and flexible, with the ability to work well under pressure.
  • Ability to travel to customer sites.
  • Must be able to obtain SC clearance if required.

Estimated Salary Range: £60,000 - £80,000 per annum

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