Service Delivery Manager

Role Overview

• Define the Service Delivery practice's operating model, standards, and tools, promoting high-autonomy, transparent, and scalable service management aligned with Satalia's decentralised goals.
• Develop and maintain a good customer relationship.
• AI/Solution Lifecycle Management: Co-ordinate and facilitate the contracted delivery and operational lifecycle of Satalia's AI and Optimization solutions to key customers in the logistics and solutions sectors.
• Be the primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customer satisfaction remain high.
• Ensure that escalations and communications are managed in line with documented contract standards.
• Ensure all agreed SLAs are met for incidents & service requests.
• Develop and maintain a productive and close working relationship with relevant account and customer teams.
• Automate Service Delivery: Lead the initiative to leverage AI tools for automating manual, repetitive tasks within service delivery.
• Build appropriate working relationships with any third parties involved in the delivery of in-scope production services to the customer.
• Support the production of monthly and monthly service reports for customers against the agreed targets, SLA’s, KPI’s, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost-saving opportunities.
• Conduct regular service reviews on a monthly/quarterly basis.
• Liaise with customers to agree on problem priorities and delivery.
• Ensure changes, releases or upgrades to customer production environments are managed effectively and in a timely manner through an agreed change & release management process.
• Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using agreed Problem and Change Management processes.
• Finding & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP).
• Ensure Support Activities are managed within the contracted Support Budget.
• Work with support and development teams to ensure problem fixes are planned into releases and delivered.

Requirements

• Excellent communication, interpersonal, and leadership skills
• Strong analytical and problem-solving skills
• Ability to manage multiple projects and priorities effectively
• Extensive experience in a Support function
• Process Knowledge: Strong analytical and problem-solving skills, with a working understanding of the MLOps lifecycle and modern DevOps practices
• Extremely results driven, will always go the extra mile to deliver expected results
• Financially aware and able to contribute to the effective running of the account
• Clear & concise communication skills – both written and oral
• Proven track record in building and maintaining strong relationships with customers including working from customer sites when required
• Strong leadership skills with a proven track record of managing, developing, and leading multi-disciplined teams
• Strong problem-solving, time management, and organizational skills
• Experience of providing out of hours support for high severity incidents
• Exposure to “follow the sun” support models

Benefits

• enhanced pension
• life assurance
• income protection
• private healthcare
• Remote working
• café, bedroom, beach
• wherever works
• Truly flexible working hours
• school pick up, volunteering, gym
• Generous Leave
• 27 days holiday plus bank holidays and enhanced family leave
• Annual bonus
• when Satalia does well, we all do well
• Impactful projects
• focus on bringing meaningful social and environmental change
• People oriented culture
• wellbeing is a priority, as is being a nice person
• Transparent and open culture
• you will be heard
• Development
• focus on bringing the best out of each other