Roles & ResponsibilitiesService Transition & Operational Readiness: Support new service onboarding, service acceptance, transition into BAU support.Customer Management: Handle customer escalations, issues, problems, risks, and service requirements, acting as the primary point of contact and trusted advisor.Governance: Chair operational and service governance forums, driving actions, decisions and continual improvement across multiple stakeholders.Operational Management: Managing competing priorities across operational support and project delivery.Supplier Management: Coordinate internal and third-party delivery partners, ensuring aligned service delivery and accountability against agreed SLAs and KPIs.Major Incident & Escalation Management: Lead customer communications and service restoration activities during major incidents, coordinating cross-functional technical teams where required.Service Reviews: Conduct regular service reviews with customers, presenting service performance, risks, opportunities and improvement plans.Customer Satisfaction: Achieve targets and drive improvement initiatives.Service Reporting: Produce both customer and internal service reporting.Service Improvement: Identify, prioritise and implement continual service improvement initiatives that deliver measurable operational and customer benefits.Risk Management: Manage business risk and ensure business continuity.Compliance: Ensure compliance with ISO/IEC 20000 and service management best practices.Financial Management: Own invoicing, budget management and financial performance of assigned accounts.Forecasting: Perform monthly forecasting of revenues, costs and margins, identifying variances and implementing corrective actions where required.Business Development: Explore and drive opportunities for new or additional work within existing customers.Qualifications, Essential skills and ExperienceService Delivery Experience: Significant experience in Service Delivery Management including delivery of managed services within UK Government, public sector or highly regulated environments.Stakeholder Management: Proven ability to build trusted relationships with senior customer stakeholders and confidently present service performance, risks, opportunities and improvement plans to operational and executive audiences.Financial Management: Experience managing
Service Delivery Manager in London employer: Version1
Version 1 is an exceptional employer for aspiring Oracle Cloud Consultants, offering a structured training programme that includes certification sponsorship and mentorship from seasoned professionals. With a collaborative work culture and opportunities to engage in large-scale transformation projects for prestigious clients, employees can expect significant career growth and development in a supportive environment. The hybrid working model further enhances work-life balance, making it an attractive choice for early-career technologists looking to make a meaningful impact.
