The ad says“ITIL V3/V4 foundation certification (Intermediate or higher desirable)”
The ad says“Understanding of Agile Methodology and Project management skills”
The ad says“Strong organisation and customer service skills and the ability to multitask”
The ad says“Decision making skills to resolve issues or make recommendations”
The ad says“Working knowledge of ITIL and experience within an IT Service Management environment”
The ad says“Working knowledge of ITIL and experience within an IT Service Management environment”
The ad says“Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)”
The ad says“Proficient in the use of the broader Microsoft Office suite, including Project and Visio”
The ad says“Excellent knowledge of Windows applications and the MS O365 Suite”
The ad says“Proficient in the use of the broader Microsoft Office suite, including Project and Visio”
The ad says“Understanding of Agile Methodology and Project management skills”
The ad says“Proficient in the use of the broader Microsoft Office suite, including Project and Visio”
The ad says“Excellent knowledge of Windows applications and the MS O365 Suite”
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
Working for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders taking ownership and where required drive continuous service improvement for that Customer
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 within the team, with Customers, and with third parties involved in service operations
Any other duties as and when required commensurate with organisational position
Benefits
Autonomy to develop and grow your skills and experience
Be part of exciting project work that is making a difference in society
Strong, inspiring and thought-provoking leadership
A supportive and collaborative environment
Development access to LinkedIn Learning, a management development programme and training
