IT Service Delivery Specialist

5 days ago


Bristol, Bristol, United Kingdom IP-People Full time
Key Responsibilities
  1. Build and sustain trusted relationships with customers, understanding their objectives and collaborating with internal teams to meet these goals while advocating for customer needs.
  2. Serve as the main escalation contact, coordinating with internal teams and external partners to ensure effective communication and resolution.
  3. Conduct regular Service Reviews to gain insights, maintain customer satisfaction, and build trust through clear, consistent follow-ups.
  4. Lead cross-functional teams in resolving escalations efficiently, providing guidance to service teams and liaising with external vendors as needed.
  5. Ensure timely, transparent communication with customers during escalations, keeping them updated on progress.
  6. Oversee contract fulfilment by accurately reporting on Service Level Agreements, analysing trends, and preparing P1/P2 Root Cause Analysis reports within expected timeframes.
  7. Maintain a Continual Service Improvement (CSI) register for each client, prioritizing initiatives that align with contractual limits.
  8. Facilitate smooth transitions from project completion to ongoing service, coordinating all activities with stakeholders to meet deadlines.
  9. Enable effective handover of knowledge from project teams to support teams, ensuring customers transition seamlessly into live support.
  10. Partner with the Service Desk to maintain SLA compliance, collaborate on process improvements, and strengthen relationships through regular visits and participation in Working Groups.
  11. Develop strong supplier relationships to manage escalations and ensure supplier SLAs are met, safeguarding customer satisfaction.
  12. Thoroughly understand contractual obligations to ensure service aligns with available resources, monitor compliance with service credit agreements, and refer business growth opportunities to the Account Development team.

Technical Profile:

  • 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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