Service Delivery Manager

Job Description

Service Delivery Manager responsible for retaining and growing nominated accounts, focusing on maintaining high levels of customer satisfaction with the company’s services through managing projects, fixing any issues and delivering a high-quality service. The SDM reports directly to the Head of Service Delivery and works closely with the sales team.

• Manage customer and contract service reviews on a regular basis, record minutes and actions.
• Act as focal point for any escalated customer issues.
• Produce required service reporting.
• Manage contract changes through the Contract Change Process.
• Maintain accurate contract data in Sharepoint.
• Ensure all contracts have signed Subscription License Agreement.
• Train customers on the product as required.
• Work with and support delivery teams on any required issues.
• Manage renewal schedule for accounts, targeting 100% renewals.
• Update CRM daily with accurate client information, timescales, qualification percentages, sales values and follow up actions.
• Produce accurately worded, timely proposals in line with the company’s pricing guidelines.
• Gain referrals from all contacts, prospects, new and existing customers.
• Obtain details of relevant contacts within customers for the energy sales team.
• Qualify and respond to opportunities in a professional and timely manner (in agreement with Line Manager).
• Produce monthly target list of business opportunities (Yellow List) or as requested by Line Manager.
• Achieve quarterly targets.

• Customer management
• Communication
• Presentation
• Negotiation
• Meeting commitments
• Problem solving
• Report writing

Knowledge of Software as a Service would be desirable, but not essential.

• Time and Attendance in accordance with company policy when in office.
• Attendance at customer premises around the UK on a timely basis.
• Smart and presentable appearance.
• Submit expenses in line with company policy.
• Suggest improved ways of working.
• Professional telephone manner.
• Work in accordance with company Policies & Procedures in accordance with the Company Handbook.

Salary: £30,000-£35,000; OTE: £80,000.