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Birmingham Permanent Posted: Tuesday, 17 April 2018
 
 
Applicants must be eligible to work in the specified location

The Technical Service Delivery Manager role manages a specific key Customer account and be the 'face of SCC' spending a considerable amount of time on customer site. Success in this role will be demonstrated through managing provisioned SCC services to contracted service levels to the customer. Delivering a high level of customer satisfaction underpinned by a CSI initiatives and developing a value add proposition. Ultimately, ensuring customer retention, growth and transformation is delivered over the contract period, you will fully understand the contract, commercials and SLA's/KPI's within their Customer portfolio and supports the understanding of these within the wider SCC business.

You will work closely alongside the aligned Account Manager on account planning and growth across all Customers in their portfolio.

You are the key customer advocate, acting as the voice of the customer internally. The role requires the ability to develop, grow and nurture positive relationships with the designated Customer organisation, suppliers and internal delivery functions.

Key Functions of the Job:

  • Stakeholder Management (External Customer and Internal Operations)
  • Service Improvement and Value Creation via SIP and CSI
  • Account Growth
  • Reporting & Governance

Skills, Knowledge & Experience:

Essential

  • Strong technical understanding of Infrastructure/Data Centre/Cloud Services
  • Knowledge of Managed Services methodologies
  • Strong understanding of the IT industry, infrastructure systems and hosting
  • More than 2 years' experience managing Customer Accounts
  • Customer facing experience and customer service skills
  • Proven ability to manage the SIP and CSI processes for a customer portfolio
  • Ability to manage administration and multiple tasks in an accurate and timely manner, often against deadlines
  • End to end contract knowledge and management
  • Ability to communicate effectively at the appropriate levels, internally and externally
  • Excellent written and verbal communication skills
  • Stakeholder management skills
  • Ability to influence key stakeholders in Customer Accounts
  • Ability to translate and communicate business requirements and service requirements/
    specifications to varying levels of audience
  • Understanding of ITIL process and structure
  • Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations

Desirable

  • Proven management of annual account revenues (ARR)> 1.5m
  • Experience of working within/aligning to an ITIL environment
  • Experience of AiS for Large or Complex Managed Service/Projects
  • ITSM/ISEB professional Certified
  • Able to effectively handle complex customer relationships and negotiations
  • Able to work out of hours and on weekends as required
  • Flexible with location and able to travel
  • Act as a customer advocate and a strong voice of the customer internally
  • Work collaboratively with Account managers and senior management in the Sales team in order to build relationships with key internal stakeholders and to drive customer growth and profitability.
  • Ensure that the Customer and internal perceptions and expectations are understood and plans aligned to facilitate improvement.
  • Be the proactive face of SCC to the Customer working closely with Account Management
  • Ensure that a high profile is maintained and that all relevant stakeholders have the visibility of the Service Delivery
  • Take ownership, where required, of account issues and escalations to facilitate progress and resolution with stakeholders and functional units
  • Ensure senior Service Delivery management are advised of major service issues (to minimise surprise and exposure).
  • Build excellent relationships with both customers and internal SCC stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
  • Act as an escalation point for the customer

Birmingham, UK
IT
SCC
Malcolm Fry 
JSMF TSDM BIR
17/04/2018 08:47:13

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