Service Delivery Manager

Role Overview

• Ensuring that the contracted scope of support for designated Customers is clear and understood
• Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations
• Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally
• Delivery of a high-quality service and high levels of customer satisfaction with our provision – avoiding or minimise complaints about service delivery
• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary
• Ensure contracts are delivering within the scope for the designated Customers(s)
• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery
• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed
• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery
• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate
• Flag anticipated increases or decreases of Demand with the account Management Team
• Contribute to internal discussions supporting the department-wide continuous improvement strategy
• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers
• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs
• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
• Maintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services
• Build and maintain effective professional relationships as required within the team, with Customers, and with third parties involved in service operations
• Any other duties as and when required commensurate with organisational position

Requirements

• Working knowledge of ITIL and experience within an IT Service Management environment
• Experience of actively managing the customer experience from a Service Desk perspective
• Experience of working in agile Delivery Manager capacity
• guiding Dev teams and working to a backlog
• Understanding of Agile Methodology and Project management skills
• Strong customer relationship skills, working with senior service management contacts.
• Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you
• Ability to work under pressure with excellent time management skills to meet tight deadlines.
• Strong organisation and customer service skills and the ability to multitask.
• Decision making skills to resolve issues or make recommendations.
• Excellent attention to detail together with a proactive approach to problem solving.
• Ability to work independently.
• Excellent knowledge of Windows applications and the MS O365 Suite
• Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)
• Strong communication and active listening skills
• ITIL V3/V4 foundation certification (Intermediate or higher desirable)
• Knowledge of IT industry & best practices and all relevant industry standards
• Proficient in the use of the broader Microsoft Office suite, including Project and Visio
• Proven continuous improvement experience from a similar role, including project management
• Understanding quality service standards and applicable metrics
• Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure

Tech Stack

• ITSM
• ServiceNow

Benefits

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong, inspiring and thought-provoking leadership
• A supportive and collaborative environment
• access to LinkedIn Learning, a management development programme, and training
• 24/7 confidential employee assistance programme
• Flexible Working – including home working and part time
• office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes
• 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year
• 2 paid days per year to volunteer in our local communities or within a charity organisation
• Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
• Life Assurance of 4 times base salary
• Private Medical Insurance which is non-contributory (spouse and dependents included)
• Worldwide Travel Insurance which is non-contributory (spouse and dependents included)
• Enhanced Maternity and Paternity Pay
• season ticket loan, cycle to work scheme