Service Delivery Manager

Our Client is an industry-leading compliance software provider based in Wakefield, West Yorkshire. Due to business expansion, we are looking for a highly motivated and proactive individual to join our Customer Retention and Acquisition team. Job Role It is the role of the Service Delivery Manager (SDM) to retain and grow nominated accounts, focusing on maintaining high levels of customer satisfaction with the company’s services through managing projects, fixing any issues and delivering a high-quality service. The SDM will report directly to the Head of Service Delivery, as well as work closing with the company’s sales team. Job Duties * Manage customer and contract service reviews on a regular basis, record minutes and actions. * Act as focal point for any escalated customer issues. * Produce any required service reporting. * Manage any contract changes through the Contract Change Process. * Maintain accurate contract data in Sharepoint. * Ensure all contracts have signed Subscription License Agreement. * Train customers on the product as required * Work with and support delivery teams on any required issues * Manage renewal schedule for accounts, target 100% renewals * Update CRM daily with accurate client information, timescales, qualification percentages, sales values and follow up actions * Produce correctly worded, accurate and timely proposals in line with the company’s pricing guidelines – Low * Gain referrals from all contacts, prospects, new and existing customers * Obtain details of relevant energy contacts from within your customers to pass onto the energy sales team * Qualify and when agreed with your Line Manager, respond to opportunities in a professional and timely manner * Produce Monthly Target list of business opportunities (Yellow List) or as requested by your Line Manager from time to time * Achieve Quarterly Targets Skills The candidate will be expected to have an interest in, and some ability in the following: * Customer management * Communication * Presentation * Negotiation * Meeting commitments * Problem solving * Report writing Knowledge of Software as a Service would be desirable, but not essential. This is a mainly office based role. Expected Behaviour The candidate will be expected to adhere to the following: Time and Attendance in accordance with company policy when in office Attendance at customer premises around the UK on a timely basis Smart and presentable appearance Submit expenses in line with company policy Suggest improved ways of working Professional Telephone Manner Work in accordance with company Policies & Procedures in accordance with the Company Handbook