Senior Service Delivery Manager - City of London, United Kingdom - Content+Cloud

Content+Cloud
Content+Cloud
Verified Company
City of London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Your mission, should you choose to accept it, is to deliver excellent service. Think you've got what it takes?

You are an ambitious and experienced individual within the technology services sector who is seeking a new and exciting challenge within a forward-leaning technology company.

As an experienced Senior Service Delivery Manager within our Client Success and Delivery team, you're trusted to manage the day-to-day relationship with one of our key clients to ensure a high level of service is consistently delivered, working with internalaccount management team.

Your expertise in this field will help grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives continuously.


Senior Service Delivery Manager Responsibilities:

In showcasing your skills with regards to client relations and service development, you're able to:

  • Develop and manage the Service Level Agreements in line with the current service line aspirations
  • Develop and maintain close working relationships with customer representatives both operationally and with their senior leadership team
  • Oversee daytoday operations to ensure contractual commitments are met
  • Contribute to planning the overall client relationship strategy, concentrating on cost reduction and service improvement
  • Working closely with the internal customer teams, lead service design and improvement workshops to leverage emerging technology services and capabilities, such as AI and machine learning
When it comes to SLA implementation/performance reporting, you're able to

  • Produce management reports for clients and internal management and lead service review meetings
  • Provide detailed analysis, feedback and actions based on trends, root cause analysis and other reports
  • Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes
  • Ensure effective, timely and accurate communications
  • Work closely with Account Manager, Technical Account Manager and Director where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered.
  • Manage service risks and issues, assigning responsibilities to owners and driving through to completion

Senior Service Delivery Manager Requirements:

Being the person we're looking for, you have

  • Demonstrable previous experience of working within a managed services organisation
  • Proven experience managing the delivery of customer services to contractual obligations and service levels
  • ITIL v3 certified in Service Design & Service Operations
  • Experience working with ITSM tools AutoTask and Service Now as well as proficient in Excel
  • Experience with developing service models utilising artificial intelligence and machine learning platforms
  • Exceptional communication skills both written and verbal (professional phone manner and ability to match the customer's style/level of communication and ability to write professionally and document knowledge clearly and concisely)
  • Proven experience governing service through regular cadence meetings whilst driving customer satisfaction
  • Be a natural organizer, capable or reprioritising workload based on changes to customer requirements and service strategy
  • Highly process orientated, with experience challenging and developing new ways of working
  • Calm but positive and responsive under pressure and demonstrates initiative at all levels of the customer business

Location:
London


Contract Type:
Permanent


Hours:
Full Time


Salary:
Competitive plus benefits

This is a remote-first hybrid role.

You may have experience of the following: Continuous Improvement, Customer Service, CS, Service Delivery, Technical Account Manager, TAM, ITIL, IT Delivery Manager, IT Service Manager, Service Delivery Manager, IT Manager, etc.


REF
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