Service Delivery Manager

Location:

Leicester, GB

Type of Employment:
Full-time

Career Level:

Professional

Job Family:
Customer Services

At Yunex Traffic, we launch cities into the future with forward-looking infrastructure and transport solutions, making mobility safer, more efficient and more sustainable for all.

• Assist the service delivery team’s leadership by influencing and establishing clear objectives aligned with contract requirements. Ensure service levels are met and foster a culture of continuous improvement.
• Work with Account management team and Business Analyst to produce performance monitoring reports, interpret statistics and act appropriately to facilitate continual improvement.
• Responsible for contract financial performance and through effective cost control, identify areas for improvement and actively drive the teams for increased productivity and overall effectiveness.
• Implement thorough contract service reviews to facilitate close communication with customers. These reviews allow for feedback on current performance levels, solution effectiveness, and potential sales opportunities.
• Develop customer relationships and strategies to deliver contract extensions and retentions being the voice of the customer internally to ensure business success.
• Develop new and enhanced service offerings with existing customers to support business growth aspirations.
• Utilize the Net Promoter Score as a means to evaluate performance and identify opportunities to improve the customer experience.
• Support future tendering activities on future contracts from a service delivery perspective.
• Support new contract service mobilisations, ensuring the Enforcement service model is fully implemented and contractual service expectations are delivered from system Go live.
• Influence PLM and Product Development activities to support future service requirements, system resilience, achieving cost reductions and the future needs of our customers.
• Prepare Quotations / Facilitate order entry of framework orders for all existing business.
• Contribute to the sales forecast and provide routine updates in the CRM tool.

• An operational or commercial background coupled with a formal business qualification and experience within the ITS industry is desirable.
• The role requires excellent communication skills with customers, external partners and internal colleagues at all levels.
• Confident to initiate, negotiate, and conclude difficult contractual discussions where necessary to ensure that change is managed and communicated effectively.
• Able to make informed decisions on service contracts based on interpretations of Contract Terms and Conditions and Contract Specifications.
• A good understanding of financial risks and risk management tools is essential as is the ability to influence costs throughout the service delivery phase.
• Good knowledge of Microsoft Office tools, particularly Excel, PowerPoint, Word and Microsoft Project.

• Competitive base salary plus annual bonus
• 26 days holiday (rising to 29 with service)
• 37.5-hour working week
• Company vehicle
• Excellent pension scheme with up to 10% employer contribution
• Flexible benefits tailored to your needs
• Ongoing training and development, including support for professional memberships