The success of the role of the Service Delivery Manager is built on the ‘Trust’ relationship between them and their clients. You may be responsible for several customers so the ability to build and maintain solid relationships is key to delivering high satisfaction ratings.
Roles & Responsibilities
- Manage all 3 sides of the Strategic Triangle – Customer Satisfaction: Employee Engagement; and Profitability
- Monthly and quarterly forecasting of team costs and project revenues
- Conduct regular Service Reviews with Customers
- Review actual performance against forecast – understand gaps and put corrective measures in place, as appropriate
- Work with Head of Service Delivery Management / Portfolio Director(s) / Account Manager (s) / Practice Head as appropriate to agree strategy for assigned accounts
- Input to service design and support for service implementation
- Maintain standards for ISO20000 compliance & best practices across the team
- Manage customer escalations, issues, problems, and requirements
- Identify and progress Continual Service Improvement initiatives
- Manage business risk and knowledge to ensure business continuity
- Achieve targets and improvement initiatives for customer satisfaction
- Work with sales to develop new opportunities both with new and existing customers
In communication with other Delivery Managers to:
- Identify resourcing issues
- Cross team opportunities
- Cross team support requirements
Experience we are looking for:
- Strong customer service/relationship management experience (Customer)
- Strong leadership and decision-making skills (People)
- Strong analytical skills (Strategy, Financials)
- Strong track record in driving revenue opportunities (Strategy, Financials)
- Demonstrated ability to work within a process driven environment (Strategy, People)
- Resource Management experience: performance management, workload distribution, team development, knowledge management (People)
- Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs (Financials)
- Effective verbal and written communication skills (People, Customer)
- Self-starter. Can take on assignments, driving through contacting the appropriate parties to get them done and escalate when progress is impeded.
- A team player and self-motivated, you must demonstrate a strong customer-centric ethos.
- Previous consultancy experiences a distinct advantage.
- Strong ITIL skills in relation to Service Design, Operations and Transition
- A technical background in Microsoft Technologies
Location: This role can be delivered in a hybrid nature from one of these offices, London, Birmingham, Manchester, Newcastle upon Tyne, Edinburgh, or Belfast.
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.
One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology.
We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.
Ashley Smith - Talent Acquisition Capability Partner
[email protected] #LI-AS1
