Service Delivery Manager

Job Description below:
Accountabilities:

• Ensuring that the contracted scope of support for designated Customers is clear and understood

• Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations

• Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally

• Delivery of a high-quality service and high levels of customer satisfaction with our provision – avoiding or minimise complaints about service delivery

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary

• Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.

• Lead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance.

• Work closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience.

• Identify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement

• Ensure contracts are delivering within the scope for the designated Customers(s)

• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery

• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed

• Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters

• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery

• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate

• Flag anticipated increases or decreases of Demand with the account Management Team

• Contribute to internal discussions supporting the department-wide continuous improvement strategy

• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers

• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs

• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business

• Take ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes.

• Maintain awareness and consider the balance of cost,quality and customer experience when delivering Managed Services

• Build and maintain effective professional relationships as required withinthe team, with Customers, and with third parties involved in service operations

• Any other duties as and when required commensurate with organisational position

• Working knowledge of ITIL and experience within an IT Service Management environment

• Experience of actively managing the customer experience from a Service Desk perspective

• Experience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog

• Recovery experience

• Understanding of Agile Methodology and Project management skills

• Strong customer relationship skills, working with senior service management contacts.

• Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you

• Ability to work under pressure with excellent time management skills to meet tight deadlines.

• Strong organisation and customer service skills and the ability to multitask.

• Decision making skills to resolve issues or make recommendations.

• Excellent attention to detail together with a proactive approach to problem solving.

• Ability to work independently.

• Excellent knowledge of Windows applications and the MS O365 Suite

• Knowledge of ITSM tools (Service Now, Hornbill,Fresh Service, Zendesk, etc.)

• Strong communication and active listening skills

• ITIL V3/V4 foundation certification (Intermediate or higher desirable)

• Knowledge of IT industry & best practices and all relevant industry standards

• Proficient in the use of the broader Microsoft Office suite, including Project and Visio

• Proven continuous improvement experience from a similar role, including project management

• Understanding quality service standards and applicable metrics

• Experience of designing remediation plans to address productivity and…