Service Delivery Manager

4 weeks ago

Bristol, Bristol, United Kingdom PA Consulting Full time

About the Role

The Service Delivery Manager at PA Consulting will be responsible for maintaining and improving the services we support to maintain client satisfaction. This includes ensuring issues are addressed within defined SLAs, continually looking for opportunities to improve our services, and reporting metrics on service performance on a monthly basis.

Key Responsibilities

  • Contribute to the Incident Management, Service Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.
  • Drive continuous service improvement within the account.
  • Forge strong, productive, and collaborative relationships across the account and within PA.
  • Set an example of what great Service Delivery Management looks like, ensuring quality and attention to detail is embedded throughout our work.
  • Make timely decisions, communicate them clearly, and action them swiftly.
  • Provide a focus for SLA management and customer satisfaction across the account.
  • Report performance metrics on a monthly basis to Senior Management within the account.

Requirements

  • Leadership skills to motivate and lead teams effectively and get the best out of people by giving enthusiastic and encouraging messages on priorities, objectives, and expectations.
  • Strong communication skills to maintain clear, calm communication in challenging circumstances, encourage others to do the same, and lead by example.
  • Collaboration and partnering skills to effectively manage team dynamics when working across disciplines and other boundaries.
  • Specialist skills and requirements, including detail-oriented analytical skills, knowledge of the ITIL framework, and demonstrable commercial acumen.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • The chance to work with a diverse and talented team.

How to Apply

If you are a motivated and experienced Service Delivery Manager looking for a new challenge, please submit your application.

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