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Service Delivery Manager

1 week ago


Hemel Hempstead, Hertfordshire, United Kingdom NECSWS Full time
Job Description

The Service Delivery Manager will be responsible for ensuring that our team delivers an exceptional customer experience, resulting in increased business engagement and customer satisfaction.

This role encompasses elements of classic ITIL service management, with a strong focus on software/data application management, customer liaison, and people management. The ideal candidate will have a proven track record of delivering services to a high standard and meeting associated SLAs.

Key Responsibilities:

  1. Manage the service relationship with NEC Registry Customers;
  2. Produce accurate monthly and quarterly service reports;
  3. Act as the main point of contact for NEC Registry Customers and first point of escalation for any issues or complaints;
  4. Manage complex software and data releases to our customer products;
  5. Develop and implement Service Improvement Plans for each service;
  6. Liaise with development and support teams to schedule, review, and approve changes to the service applications;

Essential Competencies & Experience:

  1. Excellent people/stakeholder management skills;
  2. Previous experience within a healthcare/software/data-driven environment;
  3. Experience of ITIL Service Management processes;
  4. Ability to manage multiple high-profile accounts simultaneously;
  5. Willingness to travel to customer sites.

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