Service Delivery Manager

Job content

Basingstoke

£45,000 + Car Allowance + Bonus + Full Benefits

This is a fantastic opportunity for you, an experienced Service Delivery Manager, to join a leading IT company, providing support to prestigious Public Sector and Private Sector accounts as well as a number of internal accounts.

We are looking for you, an experienced Service Delivery Manager with great customer facing skills and process knowledge who is able to act as the intermediary between both customers and the IT Service support department and will act as an ambassador for our organization as well as an advocate for customers.

As the Service Delivery Manager, you will have good analysis, reporting and service improvement knowledge and be able to understand from the data where to modify support practices or steer customers to enable a joined-up approach. You will be comfortable working alongside the Solutions and Sales Teams to help with the implementation of new services into Business as Usual and will effectively support Business Relationship Managers with service reviews and customer meetings.

Main responsibilities include:

Contributing to Service Design Packs

Onboarding and go live of client services

Providing effective service delivery management in line with contracts, SLAs and KPIs

Operational management of client accounts

Producing, analysing, and reporting monthly service data and presenting customer relevant Service Management Reports to clients

Maintaining Service Management documentation, records and action plans pertaining to client accounts, including, but not limited to: Operations Manual

Service Management Plan

Service Review Minutes and Actions

Service Risk Register

Service Improvement Register

Continual Improvement Register

Escalation matrices

Third party supplier details and contacts

Third party licence, certificate, OS and support contract details and renewals

Customer Asset Management

Preparing and presenting changes to the customer and ensure this complies with documented procedures

Pro-actively identifying solutions and opportunities to drive operational excellence, improve and build relationships with clients

Working with internal & external stakeholders to implement identified improvements in cost effective ways

Working with internal departments to promote best practice and a consistent approach across the business

Contributing to Solutions proposals and bids with a service delivery element

Supporting Business Units with account development opportunities

In order to be successful in your application for the Service Delivery Manager position, you should have experience in:

Broad knowledge of IT and communications services

Customer facing experience

Experience in a Service Delivery Management role

Managing customer relationships

Financial awareness

Proficient in Microsoft Office applications with particular focus on Excel, Powerpoint and Word

Experience using an ITSM

Security Cleared or willing to undertake Security clearance

This really is an excellent opportunity with a leading organisation, so if you are an experienced Service Delivery Manager with a strong IT background, please send your CV to me today