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Service Delivery Manager
4 months ago
Service Delivery Manager
UK & Ireland > London Heathrow
Main Purpose of The Job:
To work closely with the customer base to develop strong stakeholder relations, managing all customer requests with the aim to demonstrate a proactive, consistent and seamless service.
Ensuring contractual governance and reporting obligations are adhered to and support the operational teams with relevant information to drive operational success and highest level of compliance to contractual SLA and KPI’s.
Experience:
Experience with delivering large/complex service contracts
Experience of working with cross-functional teams
Experience of collaborating with external customers/stakeholders
Previous experience within the aviation industry would be desirable
Location: TMS - Heathrow
Working Days/Hours - Monday to Friday - 0900 to 1730
Main Duties and Responsibilities:
Build sound stakeholder relations with the customer based to ensure service delivery both meets and exceeds the customers’ expectations
Report and monitor against contractual SLA’s and KPI’s defined in Customer(s) contracts flagging non-compliances and potential issues
Chair customer performance review meetings with responsibility to record and manage actions and escalate to senior management team where appropriate
Carry out regular reviews to monitor contract performance and identify areas for improvement and opportunities to maximise performance
Ensure all customer queries are responded to in a timely & satisfactory manner
Produce and support production of all reports for the customer giving a live view of the performance
Challenge Operational Teams on contractual performance and proactively initiate improvements based on performance data and customer feedback
Communicate effectively with internal stakeholders on a regular basis delivering business updates/Colleague Briefs as necessary and escalating issues to Senior Management, HR and other departments as required
Alert the commercial team to opportunities for revenue growth and sales
Ensure customer complaints are dealt with both speedily and effectively, including escalations
Lead communications during the winter/snow resilience program both internally and externally ensuring the commitments are met in line with customer and company requirements guaranteeing that performance and any additional spend through this period is recorded
Work with the Operations Director to establish a performance improvement plan to meet SLA targets
Protect information assets of the Company and comply with the Company’s Information Assurance policies and procedures
Work closely with the Finance Team to ensure all financial reporting meets customer needs
Act as an interface between operations & the Finance Controller and the Business Controller to ensure all financial transactions are maximised
Ensure compliance of the operation to health & safety and regulatory standards
Drive productivity, efficiency, and utilisation, promoting working synergies, co-operation and compliance across all areas of the business.
Any other reasonable request that the business deems to fit the remits of the role
Knowledge and Skills:
Excellent stakeholder management skills
Numerate, analytical with excellent data analysis skills
Excellent verbal and written communication skills
Advanced Excel skills
Advanced PowerPoint skills
Attention to detail
Able to build rapport and maintain relationships
A proactive approach with the ability to work well in a team
Strong organisational and negotiation skills.
Ability to work independently with minimal or no direct management, within company policy, professional standards and budget limits.
Ability to develop innovative solutions to problems and maximise opportunities.
Key Relationships:
1. British Airways / IAG
2. Heathrow Airport Ltd
3. TMS / TCR organisational colleagues
What is on Offer:
Competitive salary
6% employer pension contribution
3X Salary Life Assurance
Health Cash Plan
Employee Assistance Programme (EAP)
Address
Exeter Way
Hillingdon
TW6 2UA
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