Service Delivery Manager - Glasgow, United Kingdom - WiFi SPARK

Description

You will also be the escalation point for service incidents and will act as Major Incident Manager for severe service outages.

• Develop and maintain healthy Customer relationships through regular service performance reviews.
• Ensure service performance reports are accurate prior to presentation.
• Evaluate and analyse Customer needs.
• Build trust and transparency with clients.
• Onboard New Clients.
• Act as a Customer advocate.
• Encourage Customers to Upgrade their Products.
• Promote Customer loyalty.
• Consistently achieve all customer support SLA targets.
• Act as Incident Manager, providing appropriate levels of communications to internal stakeholders and Customers/partners in a timely manner.
• Manage all Customer Complaints to resolution.

• 100% customer focused.
• Outgoing and lively personality.
• Ability to build strong working relationships with people from all walks of life.
• Excellent verbal and written communication, negotiation and arbitration skills.
• Strong teamwork skills and attention to detail.
• An exceptional team leader able to get the most out of inhouse and contract personnel.
• Willingness to travel to meet customers, partners and suppliers for service meetings.
• Agile, flexible and robust. Able to withstand the pressure of challenging situations.
• Cool, calm and collected. Able to manage crisis situations in an unflustered manner.

• ITIL practitioner qualification.
• A good understanding of the technical components of a remote wireless network.

• Pension.
• Medical.
• Enhanced Sick Pay.
• Generous Holiday allowance.
• Hybrid Working.