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Back to jobs Service Delivery Manager
  • Birmingham, West Midlands
  • Competitive salary
  • (Permanent)
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Midlands/M4 Corridor

This is an opportunity to join a profitable, successful and growing IT company with a Head Office in Egham, regional offices around the UK and a European Support Center in Sofia, Bulgaria.

The role will report to the Head of Managed Services holding responsibility for day to day Client Management, acting as a point of contact for priority or escalated clients.

Job Description:
- Manage and deliver continual service improvements;
- Manage client relationships for service areas and attending client meetings as required;
- Service risk analysis point of escalation for client and operations escalation;
- Support delivery of multiple client contracts SLA’s and KPI’s;
- Conduct service review meetings that will include performance reports, service improvements, quality and processes;
- Manage customer requests and escalations, and pro-actively identifying threats to agreed service levels;
- Handle any major incidents and act as problem and/or incident manager where required. This includes creation of incident reports for internal and external distribution and follow-up on actions identified;
- Manage service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved and that service quality and client expectations are met or exceeded;
- Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed;
- Balance maximising out of scope revenue while maintaining excellent customer relationships, know when to charge and when not to;
- Proactively seek ways to deliver services more efficiently;

Job requirements:
- To understand service delivery models;
- Strong incident and problem management experience;
- Demonstrable years in a customer-facing role;
- Capability of clear, professional communication both internally and externally;
- Must have experience of hardware break fix services and field engineering;
- ISO27001 knowledge;
- Experience in Service Delivery Management;
- Knowledge of ITIL disciplines;
- Sound financial and commercial judgement;
- Ability to matrix manage peers across departments;
- Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales;
- Ability to work across the UK with regular travel to all offices and customer sites;
- Occasional travel to Bulgaria and other European locations;

Experience:
- Workforce management tools: 1 year;
- Scheduling and planning processes: 2 years;
- Team management: 5 years;
- Health and safety: 5 years;

This company is a registered personal data administrator to the Data Protection Commission. By applying for this job, you voluntary agree to share information, some of which could be classified as personal. Any personal data that you provide will be used for the purposes of the recruitment process in respect to potential employment opportunities. It will be stored, processed, retrieved and deleted in accordance with the GDPR.