Service Delivery Manager - Witney, United Kingdom - PLANET RECRUITMENT SERVICES LTD

PLANET RECRUITMENT SERVICES LTD

Verified Company

Witney, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Delivery Manager

Salary £45K - £50K Plus Car or car allowance (£500 per month) 22 days holidays. Pen plus benefits package options.

Oxfordshire - Hybrid working 2 days per week in office.

Summary:

The Operational Delivery Manager forms part of the Technical Services Team which sits in the Managed Service and Technical Operations Department.

The primary role of the Operational Delivery Manager is to provide excellence in management and support forall Managed Services customers to ensure that customer satisfaction and experience lead to growth, annuity and contract renewals.

Key Tasks:

To manage the daytoday relationship with the customer from a service perspective, own the key and significant communication both to and from the customer.
Schedule and attend regular customer service reviews as per contracts
Ensure Service Level Agreements are achieved
Fulfil line management function for onsite Managed Service teams
Provide monthly reporting to the Head of Service Delivery including SLA's, call volumes, major incidents and other management information
To fully understand each Support / Managed Service Agreement for their respective customers and ensure that contractual obligations and deliverables are continually met.
Take ownership of any support issues which are of a critical nature and drive forwards from a Problem Management view
Attend prospect presentations and support the commercial team during presales stages
Manage escalation process on all major incidents/changes and also on issues to the manufacturer ensuring adherence to SLA's
Dealing with and resolving customer complaints
Training the live/onsite operations team in how to deal with incidents and customer communication
Creation, maintenance and management of Risk Logs ensuring the customer has full visibility of all items detailed, understands and accepts the risk and informed of any plan to mitigate or eliminate the risk.
Creation, maintenance and implementation of Service Improvement Plans that detail both proactive as well as reactive actions.
Identify service improvement and commercial opportunities with existing customers

Key Tasks(Cont.):

Ensure compliance of Managed Service teams to policies and procedures.
To ensure that systems, processes, and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
To be responsible for the implementation of, and adherence to agreed frameworks.
Delivering service excellence leveraging the ITIL framework

Performance Measures:

Minimised SLA/KPI penalties/ failures
Completion of staff annual appraisals and regular 1:1s
Exemplary Customer Satisfaction Scores
Customer retention and renewals

Key Skills:

Excellent time management skills
Excellent interpersonal skills
A willingness to jump in on an incident no matter what the time of the day
Good commercial/contract awareness
Ability to promote CPD within the team
Excellent personal presentation skills
Good numerical and literacy skills
Good level of Microsoft Office skills, particularly Excel and Word packages

Experience Required:

Ideally 6 years' experience working in a commercial IT environment, a thorough understanding of service management, with at least 3 years demonstrable success in a service management role.
Sound understanding and significant experience of the daytoday management of service delivery.
Commercial awareness and understanding of service management dynamics and the interaction with project delivery and sales departments
Proven ability to manage and motivate team members and lead by example.
Able to evidence excellent customer service skills.

Essential Criteria:

Clean driving licence
This position will require a full Enhanced CRB disclosure
At a minimum have ITIL Foundation v3/
Must be able to show a commercial understanding and understand how Managed Service provide value to the customer.

Interpersonal and communications skills

Excellent verbal and written communication skills
Proactive approach to work
Ability to communicate complex technical issues to nontechnical

- customers and users with a wide range of experience and abilities

Excellent customer relations skills
Ability and willingness to share knowledge across the team and with customers to aid learning and proficiency
Be able to work unsupervised using your own initiative
Willingness to keep abreast of new developments in software and hardware, and to undertake technical certifications

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.

Planet Recruitment is an Equal Opportunities Employer.