Senior Service Delivery Manager

The DCC is seeking a passionate, highly skilled and solution-orientated Senior Service Manager for an exciting opportunity to work within a talented and dynamic team. This exciting senior role is for someone who thrives in a highly dynamic, technical, and challenging environment.

Serve as the primary relationship owner for an assigned group of top tier service user accounts with responsibility for managing and strengthening customer relationships through proactive customer management. Ensure we drive maximum customer value from our services by developing and implementing service improvement reviews/plans that meet the demands of its Users and reflect the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC). Prepare and deliver effective client presentations, including weekly and monthly account status, results, and plans to internal stakeholders. Regularly evaluate the quality of content being presented to customers. Identify new service improvement opportunities by partnering with wider DCC teams to aid in increasing customer satisfaction, advocacy, and driving down costs for both industry and end consumers. Drive a deep understanding of your customers' individual experiences/needs to head off potential risks before they become issues.

As a Senior Service Manager, you will have to operate at a level that provides and drives a strategic view across this complex landscape combined with the determination to absorb a significant amount of information to ensure high-quality service delivery and improvement of customer service is achieved. You will have a good appreciation of the technical aspects of the infrastructure and, where appropriate, constructively challenge industry, suppliers, and DCC colleagues on service implications, considering both commercial and financial consequences/constraints. You will have senior experience of IT Account Management best practice from a comparable environment; it would be advantageous to have gained this experience within the energy sector.

What will you be doing?

• Manage multiple accounts; develop positive working relationships with all customer touch points.
• You may have line management responsibility, managing up to 6 Service Managers.
• Drive excellent customer relationship management and advocacy.
• Work closely with the Data and Core Operations teams to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed.
• Partner and influence internal cross-functional teams to understand customer goals and key performance metrics and identify opportunities on how you can exceed them.
• Drive improvements against known customer issues, ensuring the right stakeholders are held to account to deliver go-to-green plans.
• Leverage technical tools and quantitative data.
• Proactively plan and prepare for engagements with customers through analysis, industry insights, and reporting.
• Lead industry change through robust planning and thought leadership.
• Manage customer activity with CRM tools (where applicable) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
• Provide input on service process and customer experience improvements.
• Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight.

What are we looking for?

• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.
• Experience in managing regulatory relationships and engagements across industry.
• A focus on relationships, able to gain trust through communication, expectation setting, and completion of planned deliverables.
• Able to lead change through thought leadership.
• Output driven, holding internal and external stakeholders to account in order to get to the desired outcomes/outputs.
• Proven problem-solving skills, can demonstrate and lead teams through the process of getting to the root cause through to driving mitigations.
• Business acumen, sound decision making, analytical and organizational skills in an ambiguous and technical environment; a consultative approach to managing complex customer relationships.
• Excellent stakeholder management, able to effectively engage and influence a variety of audiences at all levels of a business.
• Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple projects as well as internal obligations.
• Passionate about driving customer excellence and challenging the status quo – always thinking of ways to improve/grow relationships with customers.
• Proven ability to challenge difficult customers and constructively confront customer perception and behavior.
• Experience of working in a Senior client-facing environment.
• Strong self-leadership – able to set a clear and proactive forward-looking work plan for themselves and others.
• In all dealings, role-modeling our core values of Excellence, Partnership, and Ingenuity.
• Strong communication skills – Able to interpret complex technical data into clear and concise tailored communications.
• Ability to influence and persuade senior stakeholders of a particular position or viewpoint backed up with facts and data where required.
• Depth of knowledge and strength of character to provide leadership, ensuring positive outcomes are attained in difficult and challenging situations.
• Previous experience of working in a regulated environment.
• Knowledge of Smart Energy Code and DCC Licence Conditions.
• Understanding of the Smart Meter Implementation Programme.
• Experience of working within or engaging closely with central Government, Ofgem, or the Energy Sector.
• Business Relationship Management Certification.
• Broad experience of end-to-end service lifecycle, Strategy, Design, Transition, Operations.
• An understanding of Customer Experience principles and frameworks.
• A background in the energy or telecommunications industries.
• Business Case creation experience.

About the DCC:

At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow, or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.

Company benefits:

The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy, and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.

If there are any questions you’d like to ask before applying, please contact stephanie.owen@peregrineresourcing.com or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress. Join the DCC and discover the power of you.

What to do now:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. As a Disability Confident member, DCC is committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments, need a copy of this job advert in an alternative format, or have any other questions you’d like to ask before applying, please contact stephanie.owen@peregrineresourcing.com.

Capita Opportunity Statement:

The parent company, Capita Plc, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to deliver. Our purpose is to create a better outcome for you.