Service Delivery Manager

Job Description

Duties include:
· Informing the organisational and functional objectives, and indirectly feeding into the goals of all the team
· You will be accountable for ensuring that the customer experience is exceptional
· Providing regular updates to customers during the incident resolution cycle
· Assisting the technical teams in driving adherence to SLAs, including the management of 3rd party vendors
· Management of and communication with the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation and ongoing communication with all parties
· Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual customer needs and make sure these are being met internally
· Own Incident, Request, Change and associated Escalation processes
· Take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with the Major Incident Management process
· Monitor and assess performance to ensure defined SLAs and KPIs are met and to prepare relevant reports in line with Customer requirements
· Meet with the Customer to cultivate feedback regarding the Managed Service and to identify and facilitate any potential improvements within operations
· Facilitate service and support in projects impacting service areas (specifically 24/7 Operations) and ensuring service impact is minimised
· Drive internal service review meetings and facilitate third party service reviews covering performance, service improvements, quality and processes to enable Continual Service Improvement
· Liaise with the Account Managers for the Customer, where appropriate and if you feel the circumstances require their notification or intervention on occasion
· Make recommendations to improve the customer service experience and/or manage the workflow inter-department. Escalate any issues related to engagement with engineers and receiving information/updates
· Manage third party Vendors, where relevant to the Customer. Escalate to the Head of Managed Services if the SLA is likely to be jeopardised in any way
· Chase out backorder reports to ensure that customers are being billed post completion of works at the earliest opportunity
· Ensure timely provision of all relevant technical SLA / Metric / Trend / Commentary / Recommendations to feed into Monthly Reports for the customer

Skills and experience required:
· You will have significant industry recognised qualifications and relevant experience in a similar position from within within Telecommunications or ICT
· Experience managing high profile customers
· Having a strong customer service ethic is paramount to your success in this role
· Experience in project (such as Prince2) or Lean/Agile methodologies
· You will potentially have been ITIL trained, but at the very least will have a clear awareness of the framework
· You will understand SLA’s and demonstrate a natural desire to meet and exceed the expectations of your customer
· Have strong relationship building and influencing skills