Service Delivery Manager Managed Services

1 week ago

West Midlands Region, United Kingdom Concept Resourcing Full time

Service Delivery Manager - Infrastructure - ITIL - Cloud - Security - MSP - Managed Service Provider - Key Account - Relationships - IT Services - Up to £60k Base + Bonus + Car Allowance - West Midlands

Our client, a leading managed service provider are actively recruiting for a Service Delivery Manager

You will be delivering and taking personal ownership of the operational relationship between 1 key client and the internal team, ensuring the delivered services meet with the customer's requirements and perform as expected.

**Responsibilities**:

- Establishes client relationships with key points of contact and influencers
- Client's trusted point of contact for service concerns and initial point of escalation
- Responsible for understanding client health and escalating when appropriate to mitigate churn risk.
- Responsible for driving client specific service improvement.
- Ensure completeness of Client Handbook at the point of client onboarding
- Managing SLA adherence to avoid service credit risk.
- Aligning Service Management time on account to associated client revenue/value, and for triggering positive discussions to flex the Service Management support up/down based on client's changing needs (review recommended bi-annually)
- Awareness of service delivery in line with contractual entitlement, seeking support to close/align gaps
- Support client with in-life change requests
- Pass leads through to Sales and follow through
- Travel to client site

Experience
- Extensive experience in Service Management role, preferably within the Managed Service Provider industry
- Managing contractual performance of services within agreed SLA, and influencing action required to mitigate or remediate SLA breach
- Chairing Service Review meetings with clients, and preparation/interpretation of report inputs to the session.
- In-depth knowledge of Cloud and Infrastructure products and services

**Skills**:

- Managing time to support large client accounts
- Excellent relationship management skills, building effective client and internal stakeholder relationships
- Articulate communicator and presenter
- Confident, self starter who can articulate processes
- Setting clear expectations and delivering on promises
- Diligence around identifying actions required to drive service improvement, and influencing the delivery of the actions within the agreed timescale

For more information and to apply, click APPLY and a member of the team will be in touch

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