Service Delivery Executive

6 days ago


Birmingham, Birmingham, United Kingdom OneAdvanced Full time
Role Overview
The Service Delivery Manager plays a pivotal role in building and maintaining strong customer relationships, ensuring satisfaction, and retention. This position requires effective management of contractual service obligations throughout the lifecycle of the management contract.

Key Responsibilities
As the primary service management contact, you will:
  • Act as the primary point of contact for customers.
  • Create and own Service Improvement Plans (SIPs).
  • Ensure all engagements meet customer expectations and drive customer experience in line with contracted services.
  • Gather customer roadmap intelligence and provide updates to internal stakeholders to identify commercial opportunities.
  • Manage Service Levels in accordance with the Service Level Agreement.
  • Coordinate and execute monthly, quarterly, and annual Service Review Meetings.
  • Analyze reports, performance, and trends, generating recommendations and stating risks to both the customer and the business.

Requirements
To succeed in this role, you should have:
  • A minimum of 3 years' experience in a technical Service Delivery role.
  • Expert knowledge of ITIL standards.
  • Excellent business and relationship management skills.
  • Commercially astute, with excellent customer-facing/customer service skills.

What We Offer
We prioritize our employees' wellbeing, providing:
  • Annual Leave - 25 days, plus public holidays, and the ability to buy additional days.
  • Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7.
  • Development Programmes - Leadership Training and more.
  • Performance Bonus - Our Group-wide bonus scheme rewards success.

Financial Wellbeing
We understand the importance of financial wellbeing, offering:
  • Pension Scheme - 5% matched contribution by the company.
  • Income Protection Insurance - Providing support when needed.
  • Discounted Parking - Exclusive rate for OneAdvanced employees.

Making a Difference
We provide opportunities to make a positive impact, including volunteering leave and donating to causes you care about.

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