Service Delivery Manager

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ResponsibilitiesProvide end to end ownership of customer service contractsWork across our ITIL based services, like problem and incident management, to deliver customer outcomesCoordinate effort and liaise between nearshore and offshore teamsEnsure that an excellent service is being consistently delivered, and end customers consistently receive the contracted servicesEnsure effective management and process controls are in place, and escalation is effective where necessaryAct as a point of contact and escalation for contracted end customersBuild services relationships with customersTrack performance of services and prepare reporting on SLAs & KPIsProduce regular management reports for customers and attend review meetingsProvide analysis, feedback and actions based on trends, root cause analysis and other reportsManage service improvement plans, inclusive of formalized creation and ownership with end customersTake an active involvement in recruitment and team retentionParticipate in offering improvements and creationQualificationsMinimum of 5 years' service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft TechnologyGood communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director levelDemonstrable problem-solving skillsStrong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issuesOrganised and delivery focused, strong planning skills and process drivenSuperior time-management skills along with strong sense of urgencyPeople orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levelsAble to work independently with minimal directionExperience in Microsoft TechnologyITIL certified #J-18808-Ljbffr
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Location:
Reading
Job Type:
FullTime

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