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Service Delivery Manager - Cheshire

Technical Management and Operations
Ref: 271 Date Posted: Tuesday 09 Apr 2019
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Service Delivery Manager (SDM) – Warrington - £55,000 - £70,000

My client one of the fastest growing and well regarded Managed Services businesses in northern half of the UK are looking for a Service Delivery Manager to work within their team due to continued success and project wins

You will be responsible for developing positive relationships with my clients customers, acting as the conduit between the client and operational delivery teams to make sure that the customer has the best experience. Assisting the CTO with governance across all areas of my clients services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing an essential role in ensuring the highest level of operational service delivery. The Service Delivery Manager will work with the Operations team to ensure that Continual Service Improvement Plans (CSIP) for each client are produced and reported on to ensure that the actions defined are delivered within agreed timeframes by working within the Operational teams and the client.

  • At least 3 years’ experience in a Managed Service environment
  • Excellent understanding of Excel and formula’s
  • Qualified in ITIL v3 foundation
  • Excellent client service orientation and impeccable relationship building skills
  • Display excellent attention to detail and the ability to manage work processes Technical or service desk background
  • Provide an escalation point for client issues and ensure prompt resolution through the remote support centre and/or applicable third-party suppliers
  • Ensure high levels of client satisfaction and perception are achieved and maintained for customers, through regular service review meetings and providing regular updates on minutes and actions
  • Develop the service with continual service improvement based on the specific needs of the client
  • Service enhancement suggestions through relationship
  • Own the ECSQ (external customer satisfaction questionnaire) actions and recommendations
  • Monitor and report on the contractual services and service levels required to support and deliver services provided by to the clients
  • Ensure that the Customer reporting is created and correct within the timeframes of the clients contracts
  • Produce monthly/quarterly reports for the key clients which incorporates the contractual SLAs and CSIP
  • Provide trend analysis and recommendations based on the incidents logged with the service desk
  • Ensure relevant Service Level Agreements (SLAs) are managed, monitored and adhered to
  • Work with the development team to streamline the reporting tool/format to enhance the reporting for all clients

Exciting opportunity to join one of the fastest growing and well regarded Managed Cloud Services businesses in the UK!!

Service Delivery Manager (SDM) – Warrington - £55,000 - £70,000

Please hit the button to Apply and / or call Jimmy Hearne at InfraView for further info.

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