Service Delivery Professional – IT Managed Services in Cardiff

We are hiring a Service Delivery Professional to join our talented and highly motivated team within Panasonic Connect Toughbook UK. This is a hands-on, fast-paced role ideal for someone who is passionate about customers' technical products such as our Toughbooks and the service delivery behind them. Along with this, you will bring a solid foundation of project service level agreements and driving continual service improvement to support our robust products built for demanding environments.

Role Overview

The Service Delivery Professional will be part of the Managed Service Team within the Services & Solution Centre (SSC) Division of Panasonic Connect Toughbook UK. The role holder will demonstrate creation, negotiation, implementation, monitoring and continual improvement of service level agreements by capturing detailed customer requirements, also underpinning supplier contracts to ensure services continually meet business and customer expectations. The role consists of daily communication with multiple stakeholders across the UK and Europe to deliver customer requirements within a robust timescale, whilst being cost effective. The Service Delivery Professional will work alongside a talented, diverse and dedicated team of Professional Engineers, Sales Managers and Operations teams to ensure successful outputs of our products and adherence to strict customer and supplier SLAs. The role holder will adhere to our existing policy, procedures and processes with a requirement for having basic knowledge of hardware and software solutions to complement the Rugged mobile computing world.

How you will become part of the bigger picture:

• Design, develop and maintain support processes to achieve service level agreements.
• Collaborate with technical teams to understand service impacts, dependencies and risks, ensuring customer requirements, SLAs and service performance expectations are appropriately aligned and support our Service Delivery Engineers.
• Ensure all service agreements accurately reflect business requirements, contractual obligations and operation capabilities.
• Monitor service performance via internal statistics analysis against agreed SLAs, proactively identify risks, trends and opportunities for improvement.
• Support regular service review meetings with customers, presenting performance metrics, service reports and improvement plans.
• Contribute to service initiatives using ITIL best practices to enhance service quality.
• Coordinate major incident communication and oversee service recovery activities.
• Support contract renewals and commercial discussions.
• Coordinate and provide appropriate communication on all levels with internal and external stakeholders to ensure full understanding of project stages and requirements leading to successful project outcomes.
• Keep up to date with new approaches within the market to highlight future opportunities and refinements to current offerings.
• Continuously grow and focus on personal development using the Panasonic Leadership Principles.

What you will bring to the picture:

• 4+ years of relevant IT Managed Services or IT Service Delivery experience.
• Demonstrate experience in creating, negotiating and maintaining SLAs.
• Project management methodology knowledge.
• Show understanding of ITIL service management principles.
• Communication and stakeholder relationship skills.
• Experience managing service reviews, customer governance meetings and continual service improvement programmes.
• Knowledge of supplier management processes.
• Commercial awareness with an understanding of service costing.
• Knowledge of hardware/software IT solutions.
• Good understanding of Microsoft Windows and back-end software.
• A high degree of judgment and problem-solving capability.
• Excellent communication skills whilst dealing with a wide variety of people, including colleagues, customers, suppliers, and management.
• Excellent attention to detail.

What would give you the edge:

• Experience working within a technology, IT services, hardware or software or technical support environment.
• A can-do attitude.
• Evidence of experience in present/past projects and achievements.
• Ability to deliver accurate and articulate reports including those of a technical nature.
• High self-motivation, optimism and determination to succeed.

What we offer:

• Contract Type: Permanent
• Hours: 38.75 hours, Full-time
• Competitive salary
• Location: Cardiff, UK
• Travel may be required (sometimes at short notice)
• Flexible working scheme (occasional requirement for out of hours testing)
• Contributory Pension Scheme
• Life assurance 4x salary
• Private Medical Scheme
• Dental Scheme
• Employee Assistance Programme
• Other voluntary benefits such as dental insurance, partner life assurance
• Staff discount on Panasonic products
• 2 Paid volunteer days
• Training courses
• Wellbeing Programme

We are committed to providing appropriate workplace adjustments to individuals who may require them. Please contact the People Relations team should you require any adjustments. Please note as part of our hiring requirements at Panasonic, candidates must already have the legal right to work in the relevant country, as we are not able to support work sponsorships.