Service Delivery Manager

Quadris provides IT Managed Services and IT infrastructure solutions to customers across the UK, Europe, Middle East and Africa. Customers include both private corporations and government organisations, predominantly in the healthcare sector. Our IT infrastructure solutions primarily focus on the Dell product range, Cisco networking, Citrix, Microsoft and our own Quadris Cloud platform. Quadris operates a security-first culture which we see as a critical capability to our future success.

You will join us as a Service Delivery Manager based in Bredbury, Stockport on a full time, permanent basis. In return you will receive a competitive salary.

This is a hybrid role (minimum 2 days per week office).

The Service Delivery Manager role:

The Service Delivery Manager is responsible for managing the relationship between Quadris and a portfolio of our customers. You own, drive and proactively manage the Customer Service experience during their journey with us being their trusted IT provider. 

Working alongside the Service Operations teams, you ensure we are delivering our contractual obligations for the Customer, ensuring SLAs and operational activities are achieved. It is a varied role that includes responsibilities for Service Delivery activities such as on-boarding, support, training, renewals, up-sell, cross-sell, customer satisfaction, adoption, consumption, and customer engagement.  It requires a highly organised service management oriented individual who understands the importance of planning, process, working to deadlines, communication and quality standards.

As our Service Delivery Manager, some of your responsibilities will include:

To be accountable for the Service Delivery of the Managed Service contracts from onboarding through transition into Service, and for the full lifecycle of the service contracts.

To be a named contact for the Customer and develop and maintain strong, professional relationships with them.

To be the ‘voice of the Customer’ internally, driving change and feeding into improvements from feedback/insights.

To gain a deep understanding of the customer’s business challenges and objectives as well as their technical environment, in order to identify and suggest additional services from our portfolio if appropriate.

To work alongside the Project Manager and Delivery Team during Service Transition completing assigned project activities and starting to build a relationship and understanding of the Customer.

To understand the contracted service design for the Customer and demonstrate understanding of the Service we should be delivering and reporting on conformance both internally and externally.

To provide input and monitor incident resolution to ensure tickets are being handled promptly and efficiently if needed and regularly analysing patterns to help identify common issues that may require Problem Management or additional monitoring in place.

Information To Monitor and Influence:

Documentation Quality & Improvement

Process Quality & Improvement

Customer contract performance and profitability

Service Level Agreement performance

Asset/access register maintenance

ISM – Information Security Management Compliance

Customer Satisfaction results

Skills and Qualifications you’ll need to become our Service Delivery Manager:

Essential

Experience of service management with demonstrable working knowledge of incident management, escalation procedures and related disciplines in an IT environment.

Customer Care - capable of delivering results, and meeting customer expectations through strong relationship building skills, effective planning and administration. Has proven experience in handling complex customer issues and complaints to full resolution.

Good listening and understanding capacity.

Proven excellent written and verbal communication skills, and able to communicate to internal and external stakeholders up to and including C Level.

Able to facilitate, chair and steer meetings to achieve the stated objective/decision.

Ability to work on own initiative to a high level of accuracy and attention to detail, and to meet deadlines.

Strong problem solving – work with technical specialists to identify how to use IT solutions to resolve customer problems.

Desirable

Experience in an IT Managed Service Provider

Proficient in project management, and planning.

Experience of ISO27001 & ISO9001

Experience of establishing and developing Service Operational Processes

ITIL foundation qualification or similar

We would love to hear from you,  so please click 'apply' now to become our Service Delivery Manager