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We have an exciting opportunity for a Service Delivery Manager to join our client in Warrington.
Working for a global expanding company your role will be responsible for making sure that services are being seamlessly delivered to clients and strategic partners.
Leading the client relationship for service, alongside the Project & Account Management teams, for some of the company's top-end contracts, to ensure all contractual service obligations are met throughout the lifecycle of the managed services contract in terms of KPIs, SLAs and contractual compliance.
You will attend regular reviews with clients to monitor best practices, release schedules, performance levels and customer satisfaction. The Service Delivery Manager will also add insight and recommendations to provide value to the customer, ensuring any service failure has appropriate corrective action implemented to restore service. There will also be the requirement of producing performance reporting, trend analysis, flow processes and technical data for both technical and non-technical audiences.
The Service Manager will also manage the product release process and will be expected to improve the current services to provide a better support service to our clients.
Responsibilities
Act as the primary service management contact for the customer and managing customer expectations
Ensure all engagements drive the customer's experience in line with the contracted services and contractual obligations are met in terms of the performance provided to the clients
Manage service delivery targets, including the definition of SLAs and KPIs, service review meetings, continuous service improvement meetings, internal and external reporting and ad-hoc, communications
Develop trusted relationships with clients and stakeholders responsible for services and incorporate regular site visits
Ensure adherence to service management principles - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control
Development of internal processes to continuously improve internal service management and support
Manage and forecast resource requirements to meet contractual demand if and where applicable.
Have a complete understanding of the company's wide range of service offerings, including associated processes. Understand interdependencies between technology, operations and business needs
Manage, support and develop the service desk including the management of shift patterns to support the business during agreed service hours and to agreed SLAs.
Handle any client complaints dealing with them in a timely and professional manner, including ownership of major incidents through to service restoration, ensuring customer satisfaction
Responsible for the introduction and decommissioning of new and retiring services from a day-to-day support perspective and the continual improvement of current services.
Work with our consultants and partners to bring unique managed services to the marketplace.
Drive continual improvement, applying ISO principles to facilitate a learning environment that motivates a highly trained and fully competent staff team
Monitor and report on the overall performance of services and collaborate with senior managers on account management and growth
Coach, mentor and motivate other team members to ensure delivery times are met.
Providing strong, high-profile leadership and continuous improvement of behaviours, templates, processes and best practices
Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence
Deliver appropriate and effective executive-level communication
Skills and Experience
5+ years of service delivery management and related experience delivering IT services
Expert knowledge of ITIL V3, and/or V4 best practice (including formal qualification)
Information Security awareness ISO27001 / Cyber Essentials
Ability to deal with multiple tasks in a very busy and demanding service sector.
Knowledge and experience with Microsoft packages, including Project, PowerPoint, Word and Excel
Knowledge of both Product and Service delivery
Broad knowledge of IT Infrastructure and managing software delivery
Previous experience in software delivery and/or delivering project services to multi-client environments
Commercially astute with P&L awareness
Proven experience in building strong and professional relationships with key clients staff, partners and internal colleagues
Experienced in managing suppliers, vendors and third parties involved in the delivery of services - making sure obligations are met
Experienced in leading the design process to ensure that proposed new services & solutions are commercially viable, fit for purpose, aligned with market trends and supportable
Confident in delivering training for internal staff
Self-motivated, with the ability to adapt to change and competing demands
Ability to travel to and from customer sites, and other offices used for external and internal meetings
Strong communication skills, both written and verbal
Able to create and present service management reports, with a keen eye for attention to detail
A strong customer-centric approach.
Desirable:
Knowledge of Software Asset Management
Salary is negotiable
Excellent Benefits
Horizon Recruitment Solutions Ltd is an equal opportunities employer and is acting as a recruitment agency in relation to this vacancy