Service Delivery Manager

Do you want the opportunity to join an exciting team of people who are obsessed with providing exceptional customer contact? We are seeking a high-performing, self-motivated individual who is driven by building exceptional relationships with our customers and delivering against very strong service delivery methodology and principles.

What does the role involve?

• Responsibility for developing, operating and continually improving services for our customers.
• Delivering and reporting on KPI’s, SLA’s and other objectives during regular formal Service Reviews with customers.
• Managing and communicating with key stakeholders both internally and with the customer or third parties, regarding the service being delivered.
• Ensuring services are provided in accordance with the customer's contract.
• Dealing with any issues or challenges that may arise with the day-to-day delivery of the services provided by IPI and ensuring they are mitigated or minimised.
• Point of contact for escalations and major incidents.
• Managing and reviewing the delivery of Root Cause investigations and reports back to the customer.
• Identifying, mitigating and managing risks to and within the service.
• Managing the service transition, onboarding and migration process for customers adopting, upgrading, changing or exiting IPI services.
• Helping to mitigate and minimise customer churn and assisting in the contract renewal process.
• Encouraging customer adoption of enhanced services and other IPI offerings.

You will have the following skills and attributes:

• Knowledge of UC, Contact Centre, and IT environments.
• Strong knowledge of ITIL practices.
• Experience working within a Service Delivery Management function.
• Excellent interpersonal and communication skills, great at problem-solving.
• Be a good collaborator, communicator and be experienced in presenting, report writing and data analytics using tools not limited to MS 365 Suite etc.
• Comfortable in presenting and running meetings with different levels of customer and internal stakeholders.
• Good knowledge of Service Transition methodologies.

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions. We are an agile, highly accredited organisation with over 25 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.