Senior Service Delivery Manager

4 days ago

Reading, Reading, United Kingdom Ultima Full time
Job Description

Service Delivery Manager

At Ultima, we're committed to delivering world-class services to our customers. As a Service Delivery Manager, you'll play a critical role in ensuring our customers receive outstanding service.

Key Responsibilities:

  • Work closely with the Customer and Ultima Technical Support teams to deliver exceptional service to our Managed Services Customers.
  • Manage a portfolio of customer accounts and be responsible for overall Managed Service delivery and customer satisfaction.
  • Represent the 'voice of the customer' and contribute to the development of ongoing systems, services, and operational process enhancements.
  • Proactively assess gaps in customer satisfaction levels and identify actions needed to ensure customer critical success factors are delivered.
  • Drive the production of relevant SLA and trending data for meaningful service reporting.
  • Own service assurance and escalate corrective actions where required service levels are not being met.
  • Create, distribute, and present customer service reports.
  • Own customer documentation, such as operations handbooks, service contracts, and general customer data updates in Ultima's ITSM solution.
  • Own or input into all assigned customer queries, service actions, escalations, and complaints.
  • Support the customer renewal process and assist with commercial reviews and renewal quotes in close alignment with the customer account team.
  • Participate in service design and modeling initiatives to effectively support service growth in line with Managed Services strategic growth agenda.
  • Support the Service Transition team with onboarding new customers and/or new services for existing customers.
  • Support the Ultima Managed Services presales teams and act as a subject matter expert during customer presentations.
  • Regular travel to customer sites where required.
  • Support the Account Director with identification and progression of further Managed Services business.
  • Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations.

Requirements:

  • Minimum ITIL CSI certification.
  • Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
  • Excellent time management, multitasking, and prioritization skills, with experience working in a fast-paced environment.
  • Excellent communication, customer presentation, and customer relationship building skills.
  • ITIL certification.
  • Technical experience with supporting corporate IT environments, specifically Microsoft and Citrix estates, is an added bonus.
  • Prior experience in Incident or Problem Management.

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