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Service Delivery Manager

2 months ago

Reading, United Kingdom Ultima Full time

Service Delivery Manager

Ref: ULT-MS-2223-003-RH


Why Ultima


For over 30 years, Ultima has been at the heart of the UKs IT industry. Built on the values of Integrity, Respect, Passion and Autonomy they are the very fabric than runs through every aspect of our business. Our customers look to us for thought leadership, design, implementation, and managed services. We can only provide world class services with world class team members.


World class to us means, the future thinkers, the innovators, those that are passionate about a changing environment and driven to make a difference. We need you to be the best you can be and for that we will provide, competitive salaries, an ever-growing benefits package that impacts cost of living so you can enjoy life as much as you enjoy working for Ultima and our customers.


The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams, to ensure outstanding service is delivered to Ultima’s Managed Services Customers.


SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.


Duties and responsibilities:

·Proactively assess gaps in customer satisfaction levels and actions needed to ensure customer critical success factors are delivered.

·Drive the production of relevant SLA and trending data for meaningful service reporting

·Ownership of service assurance and escalation of corrective actions where required service levels are not being met.

·Ownership and coordination of customer CSI programs.

·Creating, distributing and presenting customer service reports.

·Ownership of customer documentation such as operations handbooks, service contracts and general customer data updates in Ultima’s ITSM solution.

·Ownership of or input into all assigned customer queries, service actions, escalations and complaints.

·Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with customer account team

·Participate in service design and modelling initiatives to effectively support service growth in line with Managed Services strategic growth agenda

·Supporting the Service Transition’s team with onboarding new customers and or new services for existing customers.

·Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations

·Regular travel to customer site(s) where required

·Strive to become a Trusted Advisor for customer to encourage repeat business and business development

·Supporting Account Director with identification and progression of further Managed Services business

·Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations


Skills required:

·Minimum ITIL CSI certification.

·Minimum 4 years’ experience in an externally facing SDM role.

·Experience in delivering fully outsourced Service Desk and Infrastructure Management services.

·Extensive experience in delivering successful CSI initiates.

·Excellent time management, multitasking and prioritisations skills and be experienced in working in a fast-paced environment.

Excellent communication, customer presentation and customer relationship building skills.


Desired skills:

·ITIL certification.

·Technical experience with supporting corporate IT environments specially Microsoft and Citrix estates will be an added bonus

Prior experience in Incident or Problem Management.