Service Delivery Manager

The Service Delivery Manager has overall responsibility for day‑to‑day customer engagement and delivery of a high‑quality service to customers in line with the scope of our support contracts. They work for designated Managed Services accounts, ensuring that business as usual activity is delivered within agreed service levels and serve as a direct point of contact with key stakeholders. They own continuous service improvement for their customers.

• Take ownership and act as a Customer liaison between designated Customers and the support team, responding to items or escalating as necessary.
• Ensure contracts are delivering within the agreed scope for the designated Customers.
• 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 apply 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 Monthly Service Reviews, capturing actions and items relevant to Service Delivery.
• Identify and monitor service risks to surface potential issues before taking corrective action.
• 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.
• When data is available, work with the team to monitor and identify negative CSAT scores/feedback and highlight to the account Management Team.
• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business.
• Maintain awareness of the balance of cost, quality and customer experience when delivering Managed Services.
• Build and maintain effective professional relationships within the team, with Customers, and with third parties involved in service operations.
• Perform any other duties as and when required commensurate with organisational position.

• Working knowledge of ITIL and experience within an IT Service Management environment.
• Experience actively managing the customer experience from a Service Desk perspective.
• Experience working in an agile Delivery Manager capacity – guiding development teams and working to a backlog.
• 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 influence teams.
• Ability to work under pressure with excellent time‑management skills to meet tight deadlines.
• Strong organisational and customer service skills and ability to multitask.
• Decision‑making skills to resolve issues or make recommendations.
• Excellent attention to detail and a proactive approach to problem solving.
• Ability to work independently.
• Excellent knowledge of Windows applications and the MSO
  365 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 using the broader Microsoft Office suite, including Project and Visio.
• Proven continuous improvement experience from a similar role, including project management.
• Understanding of quality service standards and applicable metrics.
• Experience designing remediation plans to address productivity and efficiency issues, with a track record of following through to closure.