Manager of Service Excellence

5 hours ago


Bristol, Bristol, United Kingdom IP-People Full time

Job Overview

We're looking for a highly motivated and experienced Service Delivery Management Professional to join our dynamic team at IP-People.

Key Responsibilities:

  1. Manage customer relationships, identifying opportunities to improve service quality and drive business growth.
  2. Collaborate with internal teams to deliver exceptional service, ensuring timely and transparent communication with customers.
  3. Coordinate with external partners to resolve escalations efficiently, maintaining high levels of customer satisfaction.
  4. Oversee contract fulfilment, accurately reporting on Service Level Agreements and preparing root cause analysis reports.
  5. Maintain a CSI register, prioritizing initiatives to enhance service quality and partner with Account Management to drive improvement and growth.
  6. Foster effective relationships with suppliers, ensuring SLAs are met and customer satisfaction is maintained.
  7. Monitor contractual obligations, ensuring service aligns with available resources and complying with service credit agreements.
  8. Provide insights for account planning, building relationships with Account Directors for unified client engagement.

Requirements:

  • ITIL Foundation certified (minimum requirement).
  • At least 2 years' experience in Service Delivery Management within a Managed Service environment.
  • Proficient in service delivery, project management, and planning.
  • Skilled in report production and document writing.
  • Familiarity with Microsoft Word, PowerPoint, Excel, etc.


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