Senior Service Delivery Manager

GENERAL DETAILS

Job Title: Service Delivery Manager

Department/ Function: Managed Services

Location: Home based, with occasional presence in Reading office.

KEY ACCOUNTABILITIES / ROLE PURPOSE

The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams, to ensure outstanding service is delivered to Ultima’s Managed Services Customers.

SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.

MAIN DUTIES AND RESPONSIBILITES

• Proactively assess gaps in customer satisfaction levels and actions needed to ensure customer critical success factors are delivered.
• Conduct regular meetings to review service performance, upcoming projects, and address any concerns.
• Drive the production of relevant SLA and trending data for meaningful service reporting.
• Monitor service metrics, identify trends, and take proactive measures to maintain high service quality.
• Ownership of service assurance and escalation of corrective actions where required service levels are not being met.
• Communicate effectively with clients during critical incidents, providing updates and managing expectations.
• Ownership and coordination of customer CSI programs.
• Analyze service delivery processes to identify areas for optimization and implement best practices.
• Creating, distributing, and presenting customer service reports.
• Use data-driven insights to demonstrate the value of services delivered and track improvements over time.
• Ownership of customer documentation such as operations handbooks, service contracts and general customer data updates in Ultima’s ITSM solution.
• Understand clients\’ business objectives and IT needs, ensuring services align with their strategic goals.
• Ownership of or input into all assigned customer queries, service actions, escalations, and complaints.
• Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with customer account team
• Participate in service design and modelling initiatives to effectively support service growth in line with Managed Services strategic growth agenda.
• Supporting the Service Transition’s team with onboarding new customers and or new services for existing customers.
• Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations
• Regular travel to customer site(s) where required.
• Strive to become a Trusted Advisor for customer to encourage repeat business and business development
• Oversee the maintenance and accuracy of the CMDB, ensuring it accurately reflects the organization\’s IT infrastructure, assets, and relationships.
• Supporting Account Director with identification and progression of further Managed Services business.
• Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• Minimum ITIL CSI certification.
• Minimum 4 years’ experience in an externally facing SDM role.
• Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
• Extensive experience in delivering successful CSI initiates.
• Excellent time management, multitasking and prioritisations skills and be experienced in working in a fast-paced environment.
• Excellent communication, customer presentation and customer relationship building skills.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

• ITIL certification.
• Technical experience with supporting corporate IT environments specially Microsoft and Citrix estates will be an added bonus.
• Prior experience in Incident or Problem Management.

KEY COMPETENCIES REQUIRE FOR ROLE

• Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
• Decision Taking and Risk Management – Willingness to take difficult decisions, confidence in decision making and attitude to risk.
• Impression Management – Making an impact on others, establishing credibility with them, making a favourable impression.
• Self-Control – Maintaining calm under pressure, remaining patient and logical at all times, not allowing oneself to be deflected.
• Integrity – Fair, honest and diplomatic behaviour. Consistent and discreet in dealing with other people.
• Managing Change – Anticipating and handling colleagues reactions to change and helping them to accommodate it.

This is the one in my ads:Our Commitment to You

We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.

Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you