Overview
A leading managed services provider is seeking a Service Delivery Manager to oversee the delivery of managed services, ensuring client satisfaction, risk management, and continuous improvement. This permanent role offers a flexible working environment and the ability to work from office or home.
Responsibilities
* Maintain issue and risk registers for clients
* Perform and maintain continuous improvement activities with clients
* Perform quarterly reviews for selected clients
* Act as the focal point for managing customer issues and escalations, including critical incidents
* Assist with development of plans and change requests to support customer projects and operational requirements
* Identify and document potential opportunities, owning their successful implementation
* Serve as delivery subject matter expert and custodian for the assigned client portfolio
* Produce, maintain, and regularly report on customer roadmaps
* Manage customer agreements in line with budgets and identify remedial activities when needed
* Meet regularly with customers to understand their needs and provide updates on ongoing work
* Translate technical requirements and concepts into language understandable by clients
* Build trust and maintain relationships consistent with contract terms and lifecycle
* Take complete ownership of the customer from a commercial, contract, and account management perspective
* Work with allocated customers, technical leads, and staff to identify opportunities and scope new services
* Contribute to ongoing development of the services portfolio to manage risk and add value
* Manage issues, risks, communications, variations, and project closure
* Develop business requirements and scopes for projects where the Service Centre is the key delivery stakeholder
Qualifications
* At least 5 years of experience in a Service Delivery or IT service delivery role, or technical delivery role
* Ability to identify customer requirements and opportunities for improvement
* Thrives on challenge and embraces the unknown
* Technical capability to identify and implement steps to mitigate technical risks (understanding of Windows infrastructure, managed services solutions, cloud, MS365, servers, networking, system administration, ITIL, service management, ticketing, Citrix)
* A proactive approach to problem solving and process improvement
* Excellent written and oral communication skills, tailoring language to the audience
* High level of professionalism, customer service, and relationship building skills when interacting with clients, vendors and internal staff
* Desirable but not deal‐breaker: experience working within an IT services, consulting, or Managed Services environment
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