Service Delivery Manager

💻The Service Delivery Manager is responsible for ensuring that SCC provisioned services are comprehensively delivered and any Service Level Agreements (SLAs) or KPIs are met. As part of the Service Management governance, the SDM will present key SLAs and service performance measures regularly at an agreed Service Review. The SDM will also work collaboratively with the customer to implement any identified Continual Service Improvement initiatives with an outcome to improve, recommend service enhancements and increase the value-add proposition.

This role works closely alongside the aligned Account Manager on account planning and growth across all Customers in their portfolio.

The Service Delivery Manager is a key customer advocate, acting as the voice of the customer internally. The role requires the ability to develop, grow and nurture positive relationships with the designated Customer organisation, suppliers and internal delivery functions.

🔍Key responsibilities:

• Ownership of the provisioned SCC services, ensuring all service levels and contracted KPIs are met or exceeded;
• Relationship building - Interfacing with nominated customer staff for all service related issues and acting as the single point of contact;
• Liaison with customer staff at all levels;
• Service reporting and governance;
• Attending service reviews and planning / chairing meetings;
• Maintaining the service and quality processes;
• Implementing Service Improvement Plans where necessary;
• Providing Continual Service Improvement initiatives in association with the customer;
• Exploring value add options and reducing the cost of support;
• Process / Procedure review and development;
• Maintain an orderly workflow according to priorities;
• Regularly review all provisioned services for alignment;
• Personnel management of staff and agents;
• Keep accurate records and document customer service actions and discussions;
• Personal self development and adapting to the continual changes within technology.

📄Requirements:

• Experience working directly with customers, CSIP management and managing escalations
• Advance skills utilizing the Microsoft Office tools (Word, Excel, PowerPoint)
• ITIL 4 Foundation;
• ITSM advanced knowledge;
• Staff management ability;
• Project management and leadership skills;
• Advanced Organisational Skills;
• Presentation skills;
• Ability to communicate with all levels of staff and customers;
• Strong English writing and speaking skills;
• Experience of managing complex and diverse service environments.

✔️Nice to have:

• PRINCE 2 Foundation/ Practitioner
• Service Desk Institute SDM
• ITIL Specialist Create, Deliver & Support

What we offer:

• High quality external and internal technical trainings with a dedicated training department;

• Reimbursement of certificates and tuition fees for qualifications that are part of your individual training and development plans.

Monthly benefits package:

Fixed benefits:

• Private medical subscription;

• Work from home allowance;

• Transportation allowance;

• Easter/Christmas bonus;

• Free Bookster corporate library subscription.

Flexible benefits:

• Meal tickets;

• Vacation & cultural vouchers;

• Retail vouchers (eMAG, IKEA).