Service Delivery Manager
The Service Delivery Manager will be responsible for managing the performance of services provided to clients as per agreed contract and ensures that service levels are achieved. The person will also work closely with Account Managers co-ordinating the delivery of services into key enterprise customers.
Key Responsibilities: • Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery. • Being the main point of contact for customers, ensuring that contracts are in place and/or renegotiated, and the queries are resolved or escalated in the appropriate manner. • Ensure that Service Levels comply with contractual deliverables on a day-to day basis. • Agreeing contractor assignment milestones and performance checkpoints. • Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided. • Facilitating a prompt response to requirements in line with customer expectations. • Work closely with Account Managers in Managed Service contracts attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area. • Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support. • Assistance with the planning and design of new solutions • Help to build relationships with both internal stakeholders and partner organisations. • Attend meetings as required to discuss service management. • Contribute to the overall development of the company’s internal systems and customer base. • In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.