Service Delivery Manager - London, United Kingdom - Devonshire Hayes Recruitment Specialists Limited

Devonshire Hayes Recruitment Specialists Limited

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Role

Leading UK Financial Services client is seeking a Service Delivery Manager on a permanent basis.

The role holder will be expected to achieve a first-class performance from all claims and customer contact, through building strong business relationships with key stakeholders, monitoring the performance measures with a clear resolution of problems, effectiveoversight of delivery and the generation of value for money through efficiency gains or benefit realisation.

The role holder will also be a contract owner, responsible for the commercial management and governance of key operation suppliers and will occasionally deputise for the Head of Service Delivery when required.

What will you be expected to do?

Leadership

Lead, manage and develop the Service Delivery team.
Work alongside the Head of Service Delivery to deliver the services keeping in line with the clients sourcing strategy
Cover for the Head of Service Delivery where necessary

Delivery

Responsible for the delivery of the Services the client receives from its outsourced suppliers, as well as overseeing performance and delivery of internal teams
Conduct regular review meetings, developing strong operational relationships with key stakeholders, displaying excellent communication and influencing skills
Manage and support outsourced partners, building strong internal relationships across the client's Customer area.
Utilise Data and MI to make decisions and monitor performance. Deliver Optimum service levels with quality outcomes, providing a value for money and identifying areas where performance can be improved for customers.
Work with outsourced and inhouse delivery teams on areas of underperformance ensuring actions plans for recovery are put in place.
Identify operational risks and issues and develop actions to minimise impacts and escalating, where necessary

Commercial Management & Governance

Ensuring that contractual governance arrangements and all procurement rules are adhered to
Ensure company forecasted claims processing and customer contract spend is accurate and aligns with the expenses budget
Ensure competitive tension and identify opportunities of improvement through delivering value for money
Manage suppliers and third parties to deliver the companies mission and ambitions.
Effectively manage contracts and ensure all exit plans are in place.
Ensure the company and outsourced suppliers deliver on service levels and all contractual obligations.
Mitigate and manage operational transition activities to ensure risks to the company and customers is supported.

Knowledge.

Educated to degree level or equivalent and/or relevant financial services experience
ITIL accredited or equivalent experience
Extensive experience of managing tier one outsourcer suppliers
Strong management and leadership skills; the ability to organise and drive complex projects with diverse stakeholders to get it achieved on time.
Excellent communication skills and show ability to build relationships to executive level
Experience and ability of managing budgets of circa £15m+
Demonstrate strong, written and verbal and communication skills
Strong commercial acumen and stakeholder management ability
Excellent organisational and administrative skills
Strong influencing and negotiating skills
Leadership experience and the ability to drive change

The role holder will be required to work in London in office 2 days a week and spend time at the companies partner sites across the UK.

The role holder may be required to work offsite (either domestically or internationally.