At a Glance
- Tasks: Manage customer relationships and ensure smooth service delivery for ongoing business needs.
- Company: Join IDEMIA, a leading tech provider in secure transactions.
- Benefits: Fixed-term contract with opportunities for professional growth and development.
- Other info: Dynamic role with a focus on relationship management and process improvement.
- Why this job: Be the key contact for customers and drive improvements in service delivery.
- Qualifications: Experience in customer service or account management preferred.
The predicted salary is between 37800 - 46200 £ per year.
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- Service Delivery Manager- fixed-term contract 18 months
- About IDEMIA Secure Transactions
IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect.
With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and Io T providers worldwide.
Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.
Purpose
The role of the Service Delivery Manager is to own IDEMIA’s servicing relationship with our customers.
As first point of contact for our customers BAU needs, the Service delivery manager is expected to provide relevant information, in a timely manner to queries, whilst also supporting the on-going business needs of Audit/Compliance and any business roadmap activities such as forecast and stock management.
Theobjective of the Service Delivery Manager is to protect customer contract revenue for both existing and new customers, whilst also identifying opportunities for additional revenue, or efficiency gains.
- Key Missions
- Relationship Management
- Manage all incoming customer requirements relating to their business as usual (BAU) activities.
- Participate in customer facing operational and service review meetings, building account management level relationships
- Build customer intimacy at multiple levels; identify decision makers, influencers, supporters and detractors.
- Develop a deep understanding of the customers organisation to support their future roadmap and expectations.
- Know the pipeline of activity for the customer around order and stock management together with Perso volumes and other service requirements.
- Handle all customer escalations and complaints.
- Represent IDEMIA Commercial team as the primary contact for specific customer accounts.
- Process Execution
- Support incoming customer requirements relating to their business as usual (BAU) activities
- Perform end to end processes as required to meet the needs of our customers
- Ensure quality metrics and SLAs are met or exceeded, and inline with forecast revenue expectations
- Where required, ensure all input information is provided for product manufacture / order
- Stock Management and forecasting
- Process Management
- Define and document the process flow for owned processes
- Perform Continuous Improvement Activities on owned processes to identify risks, events, improvements
- Perform Voice of Customer Activities to ensure process fit for purpose
- Support Sales and Service Management in conversations around charging models, improvement activities and expectations of processes
- Review the complaints MI for trends and potential improvements to the process
- Support leadership in defining strategic changes to improve our process management and maximize margin
- Change Management
- Manage all Business As Usual Change Requests and small projects.
- Management of CR’s to meet agreed timescales & escalation of any issues.
- Ensure all testing is carried out and coordinate inputs/outputs on behalf of the customer.
- Support the integration of new products and services within the organisation.
- Reporting and Governance
- Create and validate customer reporting.
- Support monthly billing and invoicing processes
- Support and perform Audit activities as required on a customer basis
- Audit and Compliance
- Be the first point of contact for our customers with regards to audit and compliance concerns.
- Support and perform Audit activities as required on a customer basis.
- Manage the Disaster Recovery testing process.
- Review the complaints MI for trends and potential improvements.
- Capacity Planning / Forecast / Budget
- Ensure stock management activities align with customer forecast and agreed stock holding levels.
- Support the annual Budget activity to define and input customer specific budget entry
- Monitor, Manage and Maintain an accurate customer forecast within ERP
- General
- Risk Management activities. Highlighting concerns internally that pose a risk to our customer relationship/ product.
- On-boarding new customer activity as required.
- Maximise our performance against contractual commitments through effective internal liaison and internal supplier management (production teams, Service Centre teams etc).
- Profile & Other Information
Experience: Background in Customer Service and Account management preferred.
Education Level: Degree level (preferably in business related subject) preferred but not essential.
Other
About IDEMIA Secure Transactions
IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect.
With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and Io T providers worldwide.
Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.
Service Delivery Manager- fixed-term contract 18 months employer: IDEMIA Group
IDEMIA is an exceptional employer that fosters a dynamic and innovative work culture, particularly for the Growth Director role in the UK Travel & Transport sector. With a strong emphasis on employee development and autonomy, IDEMIA offers unique opportunities to engage with senior stakeholders and shape market strategies, all while being part of a forward-thinking team dedicated to delivering cutting-edge identity and biometric solutions. The collaborative environment and commitment to growth make IDEMIA a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager- fixed-term contract 18 months
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Service Delivery Manager- fixed-term contract 18 months at IDEMIA Group!
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Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Service Delivery Manager- fixed-term contract 18 months role at IDEMIA Group!
We think you need these skills to ace Service Delivery Manager- fixed-term contract 18 months
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at IDEMIA Group. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
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How to prepare for a job interview at IDEMIA Group
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at IDEMIA Group. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
