Job Application

Service Delivery Manager

Salary: £60,000 - £68,000

Location: Mainly remote with occasion travel to London required.

Permanent

I have an exciting Service Delivery Manager opportunity with one of the country's leading independent communications companies.

Our client is a dynamic and client focused managed service provider who specialise in communications and networking for a wide range of clients all over the UK and who pride themselves on providing complex solutions made simple for their customers.

The Role

This is a fantastic opportunity to play a crucial role with one my client's newest customers where you will directly with them to manage their contact centre and cloud services, oversee day to day operations, performance and governance.

The ideal candidate will be an experienced, ITIL focused Service Delivery professional with a high level oof experience working with telephony and Contact Centre clients.

Responsibilities

• Establishing ITIL Best Practice Methods with the customer and internal teams
• Build upon, creating and developing robust delivery methodologies for the customer and the customer's internal teams.
• Act as principle contact for assigned/aligned strategic accounts.
• Manage service level agreements and monitor internal teams to ensure adherence, building knowledge articles and best practices to be followed.
• Conduct trend analysis across all processes within operational teams providing working solutions where possible.
• Own the development of effective reactive, proactive, and preventative operational models for the customer/partner model.
• Develop relationships of openness and trust with customers, partners, and internal stakeholders.
• Regularly review CSAT results and feedback solutions to the internal teams.
• Be the 'voice of the customer' within the organisation and influence and coordinate internal teams to resource and resolve customer and partner issues.
• Produce, maintain, and manage the customer/partner operational manual among other documentation.
• Understand, build, and maintain the customer/partners KPIs and SLAs, influencing and training internal stakeholder teams to understand processes aligned to support this.
• Lead continuous improvement for the customers processes to allow improvement and success with their customers.
• Develop and oversee communication plan between our customers and partners.
• Oversee customer governance and administration arrangements.
• Develop and deliver customer specific Managed service reporting.
• Develop and oversee communication plan between our customers and partners.
• Monitor and report on status of any defects submitted on behalf of the customer. Engage internal teams as required to develop resolution and expected timeline for delivery of defect resolution.
• Monitor and report on status of feature requests submitted by the customer. Engage regularly with the end customer's product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature.
• Manage contracted deliverables and services included within the solution purchased by the customer.
• Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by the client's professional services.
• Maintain close alignment with the end customer's Account Management team to encourage adoption of technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)

Experience Required

• ITIL methodology expertise with emphasis in Service and Incident Management
• Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
• Reporting and analytics experience
• In depth understanding of KPI's and objectives around Service Management
• Strong customer relationship skills and service orientation
• Ability to work independently. Self-starter who takes initiatives
• Strong written and oral communication skills
• Managed Services/SaaS service management experience on a global scale
• Previous experience in a day 2 support services capacity with Contact Centre and its associated telephony and architecture
• ITIL v3 or v4 Foundation Certification (minimum)
• 15+ years' experience in fast-paced commercial environment, overseeing the successful rollout and transformation of key IT and digital strategies.
• 5+ years of relevant experience in ITIL Process Design and/or ITSM integration

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.