Service Delivery Specialist
2 weeks ago
Job Overview
We are seeking a skilled Service Delivery Manager to oversee the entire client lifecycle experience, striving to meet and exceed operational metrics while fostering strong internal and external partnerships.
Key Responsibilities
Primary Client Interface
Serve as the main point of contact for senior client stakeholders, managing all operational issues related to service and project delivery.
Service Improvement Plans
Develop and execute comprehensive service improvement plans to address client issues and consistently exceed expectations.
Client Requirements and Escalations
Accurately translate client requirements, issues, and escalations within the organisation to ensure clear communication and effective resolution.
Operational Reviews
Conduct thorough monthly, quarterly, and annual reviews with clients to discuss performance and identify areas for improvement.
Collaboration and Communication
Work closely with cross-functional teams to pinpoint and implement enhancements for both operational and client efficiency.
Performance Management
Oversee service and agreement performance, ensuring alignment with client expectations and contractual obligations.
Information Security Compliance
Adhere to the company's Information Security Management System (ISMS) and all related policies to maintain high standards of information security.
Requirements
Essential
- Proven experience in service delivery management.
- Demonstrable experience in senior-level communication and stakeholder management.
- Commercial experience in managing contractual requirements and ensuring adherence to commitments.
Desirable
- ITIL certification.
- Experience with SDI or ISO20001 accreditation.
- Knowledge of AGILE project management methodologies.
What We Offer
- Flexible, hybrid working.
- 25 days' annual leave + bank holidays with the option to buy and sell up to 5 days.
- Private medical insurance or the option to buy into scheme.
- Free flu jabs.
- Tiered pension.
- Perks including quarterly and annual staff awards, funded social events, referral bonuses.
- Excellent learning and development opportunities.
- Free fruit and snacks in the offices.
- Barista style coffee machines.
- Mileage allowance.
- Green travel scheme.
- Excellent career development.
- Technology vouchers.
About the Role
This is a fantastic opportunity to make a significant impact on both the company and our clients. If you are passionate about service delivery and have a keen eye for continuous improvement, we encourage you to apply.
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