As the Service Delivery Manager, you will be responsible for ensuring seamless service delivery while building and maintaining strong client relationships and ensuring the business delivers a high-quality customer experience. Your focus will need to include service delivery management, customer success, as well as internal and external relationship management ensuring client SLAs are met, satisfaction levels are high, opportunities for growth are realised and contract renewals are achieved
Role and Responsibilities
The Service Delivery and Manager main areas of focus are provided below as a guide:
Service Delivery Management:
· Build strong relationships across the business to maintain high levels of customer satisfaction.
· Owner of the escalation process the Service Delivery and Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
· Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
· Challenge and assist the Operations Team in pursuit of high quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated teams and systems.
· Arrange, drive and direct internal and customer service review meetings covering performance, service improvements, quality and processes.
· Manage the SIP process for all customers ensuring it is kept up to date and all parties understand their obligations.
· Champion service and support in projects and developing a strong understanding of all projects ensuring service impact is minimised and agreed across all teams.
· Responsible to understanding and ensuring all customer’s service management statements of work are fulfilled as per the contractual obligations.
· Ensure all contractual obligations are being met and keep appropriate records.
· Ensuring all customer manuals (OSMs etc) are kept up to date by the Operations team.
The Knowledge, Experience and Qualifications required
· ITIL qualified.
· Excellent customer facing/customer service skills.
· Excellent written and verbal communication skills.
· Customer Centric, experience of working with multiple customers.
· Chairing and reporting service reviews for clients.
· Delivering against Service Level Agreements, customer commitments and Service Improvement Programmes.
· Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.
· Transitioning of projects in and out of service teams.
· Experience managing Service Delivery across the end user support services (Service Desk, Infrastructure, Networking etc).
· Experienced Service Management professional.
· Experience of managing 3rd parties and 3rd party delivered services.
· Able to work under pressure and meet deadlines.
· Able to demonstrate a high degree of flexibility including out of hours working.
· Excellent organisational skills.
· Able to manage sensitive and sometimes confidential information.
· Self-motivation and able to take responsibility.
· Able to manage and prioritise and tasks and time efficiently.
Customer Success Management:
· Work with the Service Design team to help define and implement customer success strategies, ensuring customer retention and satisfaction, and advocacy.
· Create and manage customer success plans tailored to individual client needs and goals.
· Monitor client health scores and proactively address potential issues working with the relevant teams to ensure speedy resolution.
Client Relationship Management:
· Be an ambassador for Panoptics, working across the client base to provide effective communication on IT matters and build relationships to ensure effective dialogue.
· Maintain regular client contact outside of formal reviews, managing escalations and expectations particularly when they are unrealistic and/or challenging.
· Identify and capitalise on opportunities for up-selling and cross-selling additional services bringing in the relevant teams and/or colleagues to assist or to handover to.
