Service Delivery Manager in Christchurch

Location: Leicester, GB, LE19 1WY; Dorset, GB, BH23 6BU; Home, GB Lowton, GB, WN7 3PT Poole, GB, BH17 7ER

• Type of Employment: Full-time
• Career Level: Professional
• Job Family: Customer Services
• Service Delivery Manager – Traffic Enforcement

The Service Delivery Manager will coordinate delivery across projects, operational support and solutions engineering, ensuring our Traffic Enforcement Services contracts are delivered in line with customer expectations, contractual commitments and financial budgets.

Responsibilities

• Assist the service delivery team’s leadership by influencing and establishing clear objectives aligned with contract requirements.

Ensure service levels are met and foster a culture of continuous improvement.

• Work with Account management team and Business Analyst to produce performance monitoring reports, interpret statistics and to act as appropriate to facilitate continual improvement.
• Responsible for contract financial performance and through effective cost control, identify areas for improvement and actively drive the teams for increased productivity and overall effectiveness.
• Implement thorough contract service reviews to facilitate close communication with customers.

These reviews allow for feedback on current performance levels, solution effectiveness, and potential sales opportunities.

• Develop customer relationships and strategies to deliver contract extensions and retentions while being the voice of the customer internally to ensure business success.
• Develop new and enhanced service offerings with existing customers to support business growth aspirations.
• Utilize the Net Promotor Score as a means to evaluate performance and identify opportunities to improve the customer experience.
• Support future tendering activities on future contracts from a service delivery perspective.
• Support new contract service mobilisations, ensuring the Enforcement service model is fully implemented and ensure contractual service expectations are delivered from system Go live.
• Influence PLM and Product Development activities to support future service requirements, system resilience, achieving cost reductions and the future needs of our customers.
• Prepare Quotations / Facilitate order entry of framework orders for all existing business.
• Contribute to the sales forecast and provide routine updates in the CRM tool.

Qualifications & Experience

• An operational or commercial background coupled with a formal business qualification and experience within the ITS industry is desirable.
• The role requires excellent communication skills, with customers, external partners and internal colleagues at all levels.
• Confident to initiate, negotiate, and conclude difficult contractual discussions where necessary to ensure that change is managed and communicated effectively.
• Able to make informed decisions on service contracts based on interpretations of Contract Terms and Conditions and Contract Specifications.
• A good understanding of financial risks and risk management tools is essential as is the ability to influence costs throughout the service delivery phase.
• Good knowledge of Microsoft Office tools, particularly Excel, Power Point, Word and Microsoft Project.

Benefits

• Competitive base salary plus annual bonus
• 26 days holiday (rising to 29 with service)
• 37.5-hour working week
• Company vehicle
• Excellent pension scheme with up to 10% employer contribution
• Flexible benefits tailored to your needs
• Ongoing training and development, including support for professional memberships
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