Service Delivery Manager

2 weeks ago

Dry Drayton, United Kingdom Vix Technology Full time

About Vix Technology

Vix Technology is a global leader in intelligent transportation systems, automated fare collection, and transit analytics. With customers in 200 cities worldwide, Vix Technology creates best-in-class solutions for transit agencies and operators. We're passionate about connecting people and communities, combining an open, collaborative mindset with cutting-edge technology to make public transport more accessible and cost-effective for all.

We're seeking a focused, professional Service Delivery Manager (SDM) to support, maintain, and improve our digital rail ticketing services. This role is ideal for someone who enjoys a variety of responsibilities, working across multi-functional teams, and building exemplary service relationships with Vix customers.

The SDM will translate customer pain points and advocate customer needs back to Service Operations and vice versa, fostering a collaborative approach to Service Delivery that demonstrates our customer-centric attitude in everything we do.

Key Responsibilities:

  • Manage Vix customer SLAs
  • Manage a small dedicated Application Support team
  • Build and maintain a strong relationship with the customer and focus on understanding their needs as well as enhancing their satisfaction
  • Actively drive the performance and service quality improvement
  • Oversee governance of the tools used in these processes, and ensure a high level of compliance from relevant operational staff, to drive continuous improvements in Service Delivery

Requirements:

  • Demonstrable success within service delivery, driving excellent customer service
  • Experience working within an ITIL framework, ITIL certification preferred
  • Significant stakeholder management experience and highly developed influencing and negotiation skills
  • Collaboration and effective communication with both internal and external customers and stakeholders
  • Provide leadership and direction to all line reports
  • Experience within the UK Rail industry would be advantageous

What We Offer:

  • A great team of like-minded professionals
  • Private Healthcare
  • Income Protection Scheme
  • Pension
  • Group Life Assurance
  • Cycle to Work Scheme
  • Electric Car Benefit Scheme
  • Employee Assistance Programme
  • Eyecare and Spectacle Vouchers

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