GENERAL DETAILS Job Title: Service Delivery Manager Department/ Function: Managed Services Location: Home based, with occasional presence in Reading office.

KEY ACCOUNTABILITIES / ROLE PURPOSE

The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams, to ensure outstanding service is delivered to Ultima’s Managed Services Customers.

SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.

MAIN DUTIES AND RESPONSIBILITES

Proactively assess gaps in customer satisfaction levels and actions needed to ensure customer critical success factors are delivered. Conduct regular meetings to review service performance, upcoming projects, and address any concerns. Drive the production of relevant SLA and trending data for meaningful service reporting. Monitor service metrics, identify trends, and take proactive measures to maintain high service quality. ...