Service Delivery Manager - Leeds, United Kingdom - Equiniti

Equiniti

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Delivery Manager

Leeds Based

Excellent Benefits

Full-Time

The Service Delivery Manager is a key role within the organisation and will be instrumental in building confidence in our clients' engagement with the company.

Our clients increasingly occupy the top tier of UK financial services and the Service DeliveryManager will be required to act as an ambassador for both the company, and its adherence to industry and security best practices.

This role will be instrumental in ensuring we maintain, optimise and refine our service performance.

This is enterprise Software-as-a-Service and the role demands a comprehensive understanding of, and proven expertise in, how to provide the highest level of production support services in this domain.

Knowledge of supporting enterprise-level, web based systemsand the demands of hosting such systems to provide service in a multi-client, 24*7, on-line environment, within the UK lending industry, is the ideal.

Whilst industry vertical experience may not be essential, it would be an advantage.

Core Duties/Responsibilities

Represent the Service Desk in client engagements evangelising our production service capability and acting as the interface between our clients and the technical delivery teams;
Build strong trust and servicebased relationships with clients;
Problem and Incident management ensuring that contractual SLA's are achieved and client expectations are met, or exceeded, across all areas of the service;
Management of RFCs assuring client communications are issued and approvals are attained;
Actively participate in management and ownership of high priority incidents until resolution. This involves frontline coordination of support teams, running conference bridges, running triage, resolution and creation of RCAs post

- events;

Identify and drive service and operational improvements
Management of service KPI's and reporting thereof. This will include client specific reporting and reporting to internal stakeholders;
Completion of monthly service packs and conducting service reviews with clients that will feed into monthly account management reviews;
Supporting the Service Desk and wider Service Delivery Team

Skills, Knowledge, Experience and Attitudes

Highly computer literate;
Proven experience of service desk and client relationship management;
Experience in creating and delivering monthly MI reporting;
Excellent knowledge of Microsoft office products, e.g. Word*, Excel;
ITIL foundation level skill
Finance sector experience would be preferred and advantageous though full training will be given;
Knowledge of modern service and issue tracking systems and their deployment in a multiclient, SaaS software company context.
Experience of working with geographically dispersed teams in a multicultural, international environment
Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment;
Adept at solving problems and possess strong analytical skills;
Passionate about process and technology improvement.

Benefits

28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
A cash payment annually towards flexible benefits, e.g., dental insurance, gym membership, the above extra holiday etc.

- x4 Life Assurance.

Company sick pay (2 months full pay, 2 months half, following probation).
Matched pension scheme (e.g., you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
Discounts with major retailers (EQ Wins).
Maternity or adoption leave of 3 months full pay, with returntowork bonus / 2 weeks paid paternity leave.