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Service Delivery Manager - Thame, United Kingdom - Journey recruitment

Journey recruitment

Verified Company

Thame, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you an experienced Service Delivery Manager or Customer/Sales Support Manager looking for a new opportunity?

Excellent opportunity to work within a global technology business based in Thame

12 month contract initially

Overall Purpose of the Service Delivery Manager role

To manage the overall day to day operations of the Service Delivery team including the field service engineers and service delivery coordinators to support the business goal of building long term customer relationships by following consistent operationalprocesses, providing ongoing clear communication and delivering to agreed timescales.

Ensure services purchased by our customers are scoped and agreed with all interested parties prior to initiating the activity.

Once services are in progress the Service Delivery Manager will be responsible for ensuring standards are maintained, deliverablesand commercials are achieved.

Build and maintain strong working relationships with key stakeholders across the business, working collaboratively to ensure customer requirements and service standards are met.

Overall management of the Service Delivery team, providing ongoing support when required along with a clear focus on individual development through coaching and mentoring.

Day to Day Responsibilities

Daytoday management of the Service Delivery team be initial point for the Team Leader for escalation of complaint or uncertainty, work allocation management, define responsibilities, personal development opportunities and ensure good wellbeing in theteam.
Deliver Reporting and Analysis of Services Performance. Producing Monthly Departmental Reports and subsequent analysis measuring actual service performance against the agreed SLAs / KPI internally and to customers.
Ensure the Service Delivery team are following process to ensure we carry out the successful onboarding / offboarding of services for our customers.
Support the Service Delivery team with accurate preparation of project and service scope of works to ensure offering to the customer is deliverable and measurable.
Support the Service Delivery department in the commercial preparation of SOW and commercials for project and service requirements
Attend & Document Customer Service & Project Reviews at the agreed intervals and where appropriate coordinate associated actions.
Creation, maintenance and implementation of RAID and Service Improvement Plans that detail both proactive as well as reactive action to deal with risk or repeat events.
Fully understand each Support Agreement for customers and ensure that contractual obligations and deliverables are continually met.
Be accountable for the accurate billing of all the services detailed in the Support Agreement and confirm that the customer fully understands the invoicing
Understand, log and resolve customer complaints in a positive, timely and effective manner
Identify areas for improvement and implement solutions, with a particular focus on reducing cost and risk to the business and improving efficiency, accuracy and commercial contribution.

Skills and Qualifications
Essential

Management experience in a Sales Support or Customer Service role
Process driven with a keen eye for detail
Computer literacy good understanding of Microsoft Office365 and CRM systems
Clear professional communication and presentation skills
Strong organisation and delivery skills
Able to communicate and liaise with customers at all levels
Strong commercial awareness
Can implement business decisions with energy and commitment; proactive and supportive

Nice to Have