Senior Service Delivery Manager

Senior Service Delivery Manager

We are looking for a Senior Service Delivery Manager to join our team in London.

As an experienced Senior Service Delivery Manager within our Client Success and Delivery team, you're trusted to manage the day-to-day relationship with one of our key clients to ensure a high level of service is consistently delivered.

The budgeted salary for this role is between £60,000 and £75,000 a year, depending on experience.

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Some of your day-to-day responsibilities will include:

• Develop and manage the Service Level Agreements in line with the current service line aspirations

• Develop and maintain close working relationships with customer representatives both operationally and with their senior leadership team

• Oversee day-to-day operations to ensure contractual commitments are met

• Contribute to planning the overall client relationship strategy, concentrating on cost reduction and service improvement

• Working closely with the internal customer teams, lead service design and improvement workshops to leverage emerging technology services and capabilities, such as AI and machine learning

When it comes to SLA implementation/performance reporting, you're able to

• Produce management reports for clients and internal management and lead service review meetings

• Provide detailed analysis, feedback and actions based on trends, root cause analysis and other reports

• Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes

• Ensure effective, timely and accurate communications

• Work closely with Account Manager, Technical Account Manager and Director where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered.

• Manage service risks and issues, assigning responsibilities to owners and driving through to completion

• Client satisfaction score: Complete the Low Survey Score process where applicable

• Service review quality: 100% delivered with risks, actions and CSI included

• Governance action closure: Progressing actions/risk/improvements identified to successful completion/closure

• Risk management: All identified risks tracked and reviewed monthly

• CSI delivery: At least 1 CSI action delivered per client

• Executive reporting: Produce concise executive summaries for all service reviews

• Escalation management: Ownership of all client escalations, ensuring the the teams responsible for actioning are progressing

This role would be ideal for an ambitious and experienced Senior Service Delivery Manager within the technology services sector who is seeking a new and exciting challenge within a forward leaning technology company and is willing to participate in an exciting journey.

Being the person, we're looking for, you have

• Demonstrable previous experience of working within a managed services organisation

• Proven experience managing the delivery of customer services to contractual obligations and service levels

• ITIL v3 or v4 certified in Service Design & Service Operations

• Experience working with ITSM tools Auto Task and Service Now as well as proficient in Excel

• Experience with developing service models utilising artificial intelligence and machine learning platforms

• Exceptional communication skills – both written and verbal (professional phone manner and ability to match the customer’s style/level of communication and ability to write professionally and document knowledge clearly and concisely)

• Proven experience governing service through regular cadence meetings whilst driving customer satisfaction

• Be a natural organizer, capable or reprioritising workload based on changes to customer requirements and service strategy

• Highly process orientated, with experience challenging and developing new ways of working

• Calm but…