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Service Delivery Manager

2 months ago

Longford, Telford and Wrekin, United Kingdom Bell Integration Full time

About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at Bell Integration. As a key member of our Managed Services team, you will be responsible for delivering exceptional service to our customers, ensuring their needs are met and exceeded.

Key Responsibilities

  • Design and implement service transition plans to ensure seamless delivery of services to customers.
  • Manage relationships with clients to ensure expectations are met and exceeded, and SLAs and KPIs are achieved.
  • Accountability of services delivered to customers, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues.
  • Investigate, report, and resolve customer satisfaction issues.
  • Communicate all service-related matters to customers and internally.
  • Creation of customer service reports and performing customer service reviews.
  • Ensure a catalogue of available services, service design, and all standard service documentations are created and maintained.
  • Initiate and deliver Continual Service Improvement plans to customers, documenting and distributing plans showing vision, benefits, effort, and action.
  • Monitor and report services financial performance; management and accountability of the budget.
  • Establish a thorough understanding of customers' business, environment, staff, and strategies – identifying opportunities for further growth of services.
  • Interfacing with internal leadership teams to ensure awareness of changing business needs, communicate regarding current performance of services, and routine reporting.
  • Identify and manage any interdependencies between projects and service delivery, ensuring service introduction processes are followed.
  • Ensure compliance to Service Management processes and procedures.
  • Understand and maintain information related to the impact on customers' business of any outages (such as upcoming critical periods or key events, etc.).
  • Receive, review, and agree the level of service delivered by vendors, including the management of penalties and rewards if part of the contract.
  • Receive, process, and identify change requests from clients and internal parties.
  • Maintain agreements with 3rd party teams on the scope and hours of availability of their support services.
  • Ensure operational methods, procedures, facilities, and tools are established, reviewed, and maintained.
  • Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services.
  • Support business change, ensuring stakeholders understand available IT services, and promotes financial and commercial awareness to deliver value-for-money.
  • Work closely with the Sales team and the assigned Account Director/Manager; conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services.
  • Negotiate at senior level on technical or commercial issues, ensuring all parties understand and agree on meeting needs.
  • Monitor relationships, including lessons learned and appropriate feedback, initiating improvement in services, products, and systems.

Requirements

  • 5+ years' experience within a service delivery/operations capacity.
  • Prior experience in working for a managed service provider is desired but not essential.
  • Strong ITIL exposure with accompanying certified accreditation.
  • Excellent communication, presentation, facilitation, and negotiation skills are required for this role.
  • A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services.
  • Demonstrated people management experience, leading, and motivating successful teams.
  • Strategic business planning with the ability to translate business requirements into individual, team, and departmental objectives.
  • Experience in developing and implementing effective processes.
  • Commercial experience of managing P&Ls with effective and profitable control.
  • Self-motivated and flexible and able to work well with multiple service deliverables.
  • Open to new ideas and adaptable to customer, team, and organisational requirements.
  • Ability to travel to customer site is essential.
  • Must be able to obtain SC if required.

About Us

Bell Integration is a leading provider of Managed Services, delivering exceptional service to our customers across the Financial Services, Telecommunications, and Public Services sectors. We are committed to providing a collaborative and supportive work environment, where our employees can grow and develop their careers.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional development and career advancement. If you are a motivated and experienced Service Delivery Manager looking for a new challenge, we encourage you to apply for this exciting opportunity.