Service Delivery Manager

Service Delivery Manager – MSP - Permanent – Hybrid/London – Up to £65,000 Per Annum + 10% bonus

The Service Delivery Manager will join a small infrastructure team within a fast growing IT Solutions company. you will be responsible for ensuring seamless service delivery while building and maintaining strong client relationships and ensuring the business delivers a high-quality customer experience. Your focus will need to include service delivery management, customer success, as well as internal and external relationship management ensuring client SLAs are met, satisfaction levels are high, opportunities for growth are realised and contract renewals are achieved.

Key Responsibilities

The Service Delivery and Manager main areas of focus are provided below as a guide:

Service Delivery Management:

• Build strong relationships across the business to maintain high levels of customer satisfaction.
  
  
• Owner of the escalation process the Service Delivery and Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
  
  
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  
  
• Challenge and assist the Operations Team in pursuit of high quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated teams and systems.
  
  
• Arrange, drive and direct internal and customer service review meetings covering performance, service improvements, quality and processes.
  
  
• Manage the SIP process for all customers ensuring it is kept up to date and all parties understand their obligations.
  
  
• Champion service and support in projects and developing a strong understanding of all projects ensuring service impact is minimised and agreed across all teams.
  
  
• Responsible to understanding and ensuring all customer’s service management statements of work are fulfilled as per the contractual obligations.
  
  
• Ensuring all customer manuals (OSMs etc) are kept up to date by the Operations team.
  
  Customer Success Management:
  
  
• Work with the Service Design team to help define and implement customer success strategies, ensuring customer retention and satisfaction, and advocacy.
  
  
• Create and manage customer success plans tailored to individual client needs and goals.
  
  
• Monitor client health scores and proactively address potential issues working with the relevant teams to ensure speedy resolution.
  
  Client Relationship Management:
  
  
• Be an ambassador for the company, working across the client base to provide effective communication on IT matters and build relationships to ensure effective dialogue.
  
  
• Maintain regular client contact outside of formal reviews, managing escalations and expectations particularly when they are unrealistic and/or challenging.
  
  
• Identify and capitalise on opportunities for up-selling and cross-selling additional services bringing in the relevant teams and/or colleagues to assist or to handover to.
  
  Performance Management:
  
  
• Monitor and analyse service delivery and customer success metrics, generating insights via reports and analysing trends for continuous improvement.
  
  
• Monitor KPIs to ensure the service delivery and wider customer success teams meet or exceed targets.
  
  
• Tracking and ensuring all contractual obligations are being met including but not limited to, reporting, monitoring, and governance.
  
  
• Ensuring all relevant ISO obligations are being met for this role.
  
  Client Growth & Expansion:
  
  
• Collaborate with the sales and marketing teams to identify and pursue opportunities for expanding client accounts.
  
  
• Develop strategies with the relevant teams to increase client engagement, loyalty, and advocacy.
  
  Qualifications and Skills
  
  
• ITIL qualified.
  
  
• Customer Centric, experience of working with multiple customers.
  
  
• Chairing and reporting service reviews for clients.
  
  
• Delivering against Service Level Agreements, customer commitments and Service Improvement Programmes.
  
  
• Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.
  
  
• Transitioning of projects in and out of service teams.
  
  
• Experience managing Service Delivery across the end user support services (Service Desk, Infrastructure, Networking etc).
  
  
• Experience of managing 3rd parties and 3rd party delivered services.
  
  
• Able to demonstrate a high degree of flexibility including out of hours working.
  
  The Company
  
  A leading IT consultancy dedicated to simplifying complexity through a fresh, transparent approach. Founded in 2012 by infrastructure and network experts frustrated with industry norms, this innovative organization delivers a comprehensive suite of IT services and solutions with a defining difference – frank, open, and honest partnerships that enable clients to gain insights for synergy between operations and strategy.
  
  With an impressive client portfolio spanning SMBs to renowned brands, this ISO 9001 and 27001 certified company boasts a world-class team skilled in designing, implementing, and supporting enterprise-level networks and infrastructure. Guided by robust quality management and information security practices, it fosters strong client relationships built on exceptional service delivery and a commitment to doing things the right way for continued mutual success.
  
  Training
  
  The IT industry along with technology is constantly evolving and as a result, ongoing training and mentoring forms a key part of the role.
  Training will be provided in many forms such as “on the job”, self-study and structured learning.
  
  Travel and Location
  
  The role will be a hybrid position with regular attendance at the company’s London Bridge office or clients’ premises as required.
  This organisation works with several large international customers; as such, travel to both national and international customer sites may from time to time be required