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    Service Delivery Manager Work From Home - London, United Kingdom - McNeil & Co.

    McNeil & Co.
    McNeil & Co. London, United Kingdom

    1 week ago

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    Description

    With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential.

    Our work is the catalyst that helps others achieve their goals. The Arch Global End User Services team is responsible for assisting business users with technology and IT services.

    This role drives the service delivery strategy, product roadmap development, and delivery/operation of the Global End User Services to an assigned business segment.

    The Senior Manager, Service Delivery will work closely with end user business partners, internal GEUS services, and peer IT services team members to effectively maintain and execute technology services and initiatives.

    a strong relationship management/customer service background
    a strong project or product management background
    a meaningful understanding of the core IT services gained through hands-on experience
    a track record of experience managing projects such as global end user operating system upgrades, migrations, chat implementations, service desk, or ITIL improvement efforts

    The candidate will need to display deftness in managing critical issues, anticipating, and mitigating risks, exploring, and implementing contingency plans with Domain Owners, and providing frequent, appropriate, and timely updates to key stakeholders.

    This position will report to the Vice President of End User Services, and will work closely with Stakeholders, Domain Owners, End Users, and other IT Service Delivery Managers.

    You will communicate with our customers in a professional and courteous manner, as well as resolving customer issues and complaints.

    Strong interpersonal, customer service, presentation, and organizational skills
    Perform research, validation, and whitespace analysis to identify new opportunities for existing and new features/functionality
    Deeply understand the business case for proposed services and initiatives in assigned business segment, including cost/benefit estimates, trends, competitive and risk analysis, service industry best practices, and product development timelines
    Partner with business and technical teams to plan and prioritize service delivery releases
    Act as first point of engagement for senior leadership partners
    Develop and maintain regular reporting of service status
    Prepare business case (financial/ROI) analysis to quantify and determine the value to the services organization of a current or potentially new service
    Plan, prioritize, and manage the services, features, and requirements demonstrating strong understanding of business segment needs
    Collaborate with the engineering and operations teams to ensure consistent execution of service delivery plans
    Evaluate, analyze, and interpret the voice of the customer through a variety of data sources
    5+ years of experience in relationship, product, or program management
    ~ Outstanding knowledge of IT service management and change management principles
    ~ Experienced managing complex projects
    ~ Broad understanding of usability and user experience best practices
    ~ Broad experience delivering enterprise class software products to a global audience
    ~ Strong diplomatic and consensus building skills
    ~ ITIL/ITSM Certifications

    Simply create an account and opt in to receive emails when we have job openings that meet your criteria.

    Join our talent community to share your preferences directly with Arch's Talent Acquisition team.
    Arch Capital Group Ltd. is a Bermuda-based specialty insurer that provides insurance, reinsurance and mortgage insurance on a worldwide basis.
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