Service Delivery Manager in Manchester

The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts. Working for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders taking ownership and where required drive continuous service improvement for that Customer.

Accountabilities

• Ensuring that the contracted scope of support for designated Customers is clear and understood.
• Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations.
• Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally.
• Delivery of a high-quality service and high levels of customer satisfaction with our provision – avoiding or minimising complaints about service delivery.

Responsibilities

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary.
• Ensure contracts are delivering within the scope for the designated Customers(s).
• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery.
• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed.
• Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters.
• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery.
• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate.
• Flag anticipated increases or decreases of Demand with the account Management Team.
• Contribute to internal discussions supporting the department-wide continuous improvement strategy.
• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers.
• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs.
• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business.
• Maintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services.
• Build and maintain effective professional relationships as required with the team, with Customers, and with third parties involved in service operations.
• Any other duties as and when required commensurate with organisational position.

Essential Requirements

• Working knowledge of ITIL and experience within an IT Service Management environment.
• Experience of actively managing the customer experience from a Service Desk perspective.
• Experience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog.
• Understanding of Agile Methodology and Project management skills.
• Strong customer relationship skills, working with senior service management contacts.
• Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you.
• Ability to work under pressure with excellent time management skills to meet tight deadlines.
• Strong organisation and customer service skills and the ability to multitask.
• Decision making skills to resolve issues or make recommendations.
• Excellent attention to detail together with a proactive approach to problem solving.
• Ability to work independently.
• Excellent knowledge of Windows applications and the MS O365 Suite.
• Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.).
• Strong communication and active listening skills.

Desirable Requirements

• ITIL V3/V4 foundation certification (Intermediate or higher desirable).
• Knowledge of IT industry & best practices and all relevant industry standards.
• Proficient in the use of the broader Microsoft Office suite, including Project and Visio.
• Proven continuous improvement experience from a similar role, including project management.
• Understanding quality service standards and applicable metrics.
• Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure.

Benefits

• Autonomy to develop and grow your skills and experience.
• Be part of exciting project work that is making a difference in society.
• Strong, inspiring and thought-provoking leadership.
• A supportive and collaborative environment.
• Development – access to LinkedIn Learning, a management development programme, and training.
• Wellness – 24/7 confidential employee assistance programme.
• Flexible Working – including home working and part time.
• Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes.
• Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year.
• Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation.
• Pension – Salary Exchange Scheme with 4% employer contribution and 5% employee contribution.
• Life Assurance – of 4 times base salary.
• Private Medical Insurance – which is non-contributory (spouse and dependents included).
• Worldwide Travel Insurance – which is non-contributory (spouse and dependents included).
• Enhanced Maternity and Paternity Pay.
• Travel – season ticket loan, cycle to work scheme.