Service Delivery Manager

4 weeks ago


Atherstone, Warwickshire, United Kingdom HCLTech Full time

Role Overview

The Service Delivery Manager is responsible for the daily management of contract compliance and administrative responsibility of the governance process. This role requires strong organizational, presentation, and problem-solving skills to ensure effective service delivery.

Key Responsibilities

  • Conduct Service Management Reviews to ensure Client's services and performance are aligned with the Customer's business plans.
  • Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs.
  • Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues.
  • Manage Customer enablement duties such as provider portal overview, training, access requests, and ongoing Customer needs.
  • Manage Service Level assessment, reporting, and conduct analysis on trends and patterns.
  • Review Key Performance Indicators (KPIs) and provide action plans when necessary.
  • Identify ongoing benefits, opportunities, and innovation for continual service improvement.

Requirements

  • Minimum Bachelor's or equivalent degree.
  • Preferred ITIL V3/v4 certification.
  • Minimum 2-3 years of related service management experience.
  • Strong organizational, presentation, and problem-solving skills.
  • Business and Financial acumen.
  • Ability to communicate with multiple levels of leadership.
  • Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word.
  • Telecommunications knowledge/experience.


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