Job Description
Service Delivery Manager / Customer Success Manager
Home Based within a 2 hour commute to Hertfordshire
This challenging position is with a fast paced Managed Service Provider with more than 15 years experience of providing cutting edge technology and business solutions to the public and private sectors. With a core focus on Data Centre, Contact Centre, Unified Comms, Borderless Infrastructure, Connectivity Services and Bespoke Development projects they are leading from the front. Reporting to Head of Service, the Service Delivery Manager’s key responsibilities are to establish and maintain relationships with assigned customers, and to monitor, report on and review delivered service levels.
The purpose of the role is to maintain and increase customer satisfaction by; acting as a point of contact, conducting regular meetings to review service performance, managing requests and complaints, and proactively identifying threats to agreed service levels.
Duties
- Own and manage the in-life delivery of services that the company is contracted to provide its customers
- Responsible for all Service Level Management activities for their nominated accounts and will also be expected to perform some key Incident and Supplier Management activities.
- Produce Service Delivery Reports for assigned customers, detailing the performance of delivered services in comparison to agreed service levels.
- Analyse Service Delivery Reports on behalf of assigned customers, in order to identify any trends that may threaten the level of service delivered.
- Conduct regular Service Delivery Review meetings with assigned customers in order to review the performance of delivered services in comparison to the agreed service levels, and to agree upon remedial or preventative actions.
- Receive, record and manage the resolution of all complaints, questions and requests regarding service levels.
- Assume the role of Major Incident Manager when required, in order to effectively manage the Major Incident Team in achieving the fastest possible resolution to all Major Incidents, both internal and external.
- Assume the role of Incident Manager when required, investigating and reporting on Major Incidents or other incidents where customer complaints have been received, in order to protect customer satisfaction and to identify and drive avoidance measures.
- Monitor, report and respond to customer satisfaction survey results from assigned customers.
Skills
- Excellent communication skills, both oral and written.
- Produce detailed Project engagement and Service Transition plans
- Broad knowledge and experience of the delivery of IT services Ideally around Network, Infrastructure, Security & UC.
- Produce service roadmaps to ensure that customers adopt the features of the products that they have purchased particularly around Cisco & Software licencing.
- Ability to analyse data, and to analyse and produce statistics.
- Capable of personal time management and organisation.
- Solid understanding of commercial requirements.
- Strong customer-facing abilities.
- ITIL Foundation Certificate and/or equivalent demonstrable knowledge.
Attributes
- Enthusiastic about meeting with and communicating with people.
- Natural ability to co-ordinate others to achieved shared objectives.
- Practical and organised.
- Thorough and accurate.
- Values quality.
My client will not sponsor Visa’s or conduct long distance interviews so please only apply if you are currently living and authorized to work in the UK.