Service Delivery Manager

I am working with a longstanding client who are one of the country’s leading managed service providers of communications and network service solutions. They take immense pride in their commitment to outstanding client care and their values. As a result, they work with companies including global financial institutions, retailers and broadcasting companies.

They are now looking for an experienced and committed Service Delivery Manager to play a crucial role with one of their largest and most high profile customers. This is a fantastic opportunity to join a business with a fantastic reputation for Service Delivery and work with a team who take immense pride in what they do. Due to the fact that this is working with a high profile end customer it is essential that the successful applicant can demonstrate their experience and ability to work with demanding stakeholders, manage large accounts and deliver outstanding results for large corporate clients.

The preferred candidate will also have no more than a one month notice period due to the urgency of this role and will hold ITIL v4.

Responsibilities

1. Act as the principal point of contact within the assigned accounts & assume responsibility for the timely submission of progress reports and other contractual documentation.
2. Take full responsibility for any in scope monthly service/project reviews and identify opportunities for cross-selling alongside the account manager.
3. Attend regular reviews as a partnership with the designated account manager to provide consistency within the account.
4. Work closely with our Account Directors forming virtual client teams to manage our client’s account, ensuring on-time client renewals.
5. Manage service level agreements with both internal and external customers and monitor service delivery teams to ensure agreed targets and quality standards are met across all regions.
6. Manage & Run operationally one or multiple processes (as Major Incident Manager, Problem Manager and/or Change Manager).
7. Spearhead Problem investigations workshops, root cause analysis. Report and present RCA to senior stakeholders. Record & track corrective actions.
8. Chair CABs for relevant changes, assess Impact & Risk, advise on readiness, communicate to stakeholders and get relevant approvals. Ensure process is followed, working with internal and external technical teams.
9. Manage the MIM process from start to finish, initiate comms bridge, drive structure, document actions and manage tech teams for swift resolution.
10. Drive implementation of processes into the Service Desk with the collaboration of other Technical teams.
11. Document, and continuously develop these processes based on feedback and data and communicate these process improvements. Educate all the relevant internal and external teams involved to drive engagement.
12. Develop KPIs to measure performance of processes and report on those KPIs on a weekly/monthly basis.
13. Conduct Incident, Problem & Change trend analysis to identify potential problems and propose solutions working across teams.
14. Participate in the development of an effective reactive, proactive and preventive operational model to reduce downtime of services to customers.
15. Develop relationships of openness and trust with customers to allow a better understanding of their business and a shared understanding of any issues.
16. Regularly review analysis of CSAT results to provide greater understanding of issues and concerns as well as innovation requirements.
17. Ensure that engagement, communication and development strategies are aligned with the account and sales management team’s growth/sales strategies.
18. Be the ‘voice of the customer’ within the organisation and influence and coordinate internal teams, as well as management, to resource and resolve customer issues.
19. Understand the customer revenue and contribution, and the factors impacting service profitability. Monitor service and other credits paid, billing disputes, aged debt, service changes requested, etc., to ensure all appropriate processes are adhered to.
20. Produce, manage and maintain the client’s service operations manual, outlining key contact points, SLAs, escalation paths, and bespoke operational procedures.
21. Act as an escalation point to ensure that the appropriate functional activity takes place to resolve any issues that may arise.
22. Develop strong internal networks with, and be an effective virtual team-member of, key internal departments.
23. Take a proactive role in the bid management process for the existing accounts to develop an understanding of the customer’s business issues and service level expectations.
24. Prepare and maintain service documentation and ensure that all operational areas of the business are fully briefed with respect to services supported and customer impact statements.
25. Develop and maintain a close working relationship with third party maintainers, service providers and other third-party business units where applicable.
26. Liaise with onshore and offshore technical and non-technical teams and apply your knowledge and experience to our core service design, transition and operations processes.
27. Manage your own performance to deliver personal targets and be responsible for a number of key service deliverables such as: Continual Service Improvement Plan and associated actions, Business Continuity and Disaster Recovery testing, Capacity Management process and planning, Service Asset and Configuration Management processes.
28. Support and contribute to our Service Level Management processes and gain a thorough understanding of the SLAs and reporting processes.
29. Operate on a Monday – Friday 09:00 – 17:30 standard working hours pattern, but overtime and weekend working may be required on occasion and provide on-call escalation as part of an out-of-hours support rota for the MIM and management escalation role.

Skills & Expertise

1. An experienced Communications professional with a broad background in telecommunications at an operational level, with between 5 to 10 years’ experience.
2. An understanding and experience of network services, including but not limited to SD WAN, LAN & wireless networks.
3. ITIL v3/v4 Foundation.
4. Proven leadership qualities with an excellent customer focus.
5. Experience of account development from organic growth basis.
6. Recognition of the issues involved in working in the service industry.
7. Ability to form close working relationships with customer community, sub-contractors.
8. Ability to work effectively under pressure.
9. Production / development of Customer Service Documentation.
10. Co-ordination of Major incidents and resolution.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.

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