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Service Delivery Manager

Posted on Jul 12, 2019 by CV-Library

Bristol, Bristol (County), United Kingdom
Information Technology
Immediate Start
£35k - £45k Annual
Full-Time
Job Title: Service Delivery Manager

Salary: £35-45K + comprehensive benefits

Location: Bristol

Could you manage a portfolio of small-medium sized IT managed services accounts?

A leading provider of IT Solutions requires a Service Delivery Manager to work closely with a Senior Service Delivery Manager and be responsible for managing a portfolio of small-medium sized IT managed services accounts to maximise quality of service and customer satisfaction, whilst ensuring that the service is delivered against SLAs and within target costs and margin. This employer are recognised as Gold (standard) ‘Investors in People’ and were voted in Glassdoor’s 2019 Employees Choice ‘Best Places to Work’.

Role Responsibilities:

* Successfully managing teams of Service Engineers to deliver services against SLAs, according to the contract and within the agreed target margin to the required quality standards

* Regular customer engagement to ensure customer satisfaction is consistently met or exceeded

* Regular monitoring and reporting against SLA targets to internal and customer stakeholders

* Ensuring customer feedback is requested regularly, improvements are identified to address deficiencies and that items that receive positive feedback are reinforced by the service team

* Serving as the 1st escalation point for the customer

* Ensuring that upward escalations are timely and appropriate

Required Skills:

* Experience of working in an IT Service Delivery environment

* Experience of customer relationship management

* Knowledge and experience of working in an ITIL aligned environment

* An excellent communicator both written and oral

* Someone with strong organisational and planning skills

* Candidates must be willing and able to undergo SC clearance

This employer recruits, promotes and rewards their people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status. They are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of their people excel

Reference: 210401756

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