Service Delivery Manager

As part of the on-going growth in our Support Services business line, we are looking to add a Service Delivery Manager to the team.

You will be the primary day-to-day interface for our customers post implementation and as such this is a critical role within the business in managing our on-going relationship and revenue with these customers.

Our clients are typically global enterprises, and our services provide them with expertise and knowledge that enables them to focus on the core business of delivering innovative customer experiences whilst we ensure the technology is available, secure and performant.

This role is to provide our customers with the insight, service management and forecasting that they require for the ongoing management of their customer facing presence.

Responsibilties

  • Act as the client advocate on operational and service management matters;
  • Develop and maintain relationships with customer stakeholders;
  • Proactively manage the customer service to ensure it is balancing customer expectations against services contracted for and budgets approved;
  • Production of service management reports covering contractually agreed metrics and service improvement activity;
  • Roadmap management for the customer for small changes and incorporating service improvements;
  • Commercial management of the contract covering the services provided;
  • Acceptance of new customer services during transition into operations;
  • Working with Service Co-ordinators during major incidents or P1 incidents that have breached their SLA;
  • Management of change in accordance with the contract;
  • Help shape the Service Delivery Management strategy;
  • Guide the contract negotiations within the bounds of the standard services defined;
  • Highlighting new opportunities to the client services function.

Experience and Skills

  • Degree qualified or qualified by experience
  • ITIL qualification desirable
  • Experience of management & delivery of digital web/app platforms for global customers
  • Demonstrable experience of working with large customers with complex internal structures
  • Deep understanding of the IT industry, technical enough to have credibility, but able to communicate in non-technical language where appropriate
  • Relationship management skills with different levels of stakeholders with both marketing & technical backgrounds
  • Very strong ‘can-do’ attitude and ‘customer service’ ethic, putting the customer first
  • Team player that is happy to collaborate across organisational & geographic boundaries
  • Ability to work under pressure and handle multiple tasks simultaneously and prioritise accordingly
  • Analytical approach to problem solving
  • Professional presentation with a strong ability to communicate at business, service and technical levels
  • Ability to instil confidence both within the customer and internally
  • Strong experience of customer environments with large amounts of change involved
  • Performance management, reporting metrics and tools
  • Puts things into context of a bigger picture and sees a longer term outcome for the customer
  • Ability to influence and drive prioritisation

Person Specification

  • Bright, positive personality with a positive outlook and strong team-working ethic
  • Ability to build a deep understanding of the services provided to the customer and the value these services provide to the customer within their business setting
  • Strong personality that can manage difficult customer situations where necessary to a positive outcome
  • Must demonstrate tenacity and willingness to work additional hours to meet deadlines where necessary
  • Must be diplomatic and persuasive with a strong ability to handle difficult conversations and confidently at all levels

Package

  • 25 days holiday
  • WPP Group Discounts
  • Life Assurance – four times annual salary
  • Pension Scheme (Zurich) – company salary contribution matched up to 3%
  • Private Medical Cover (BUPA) – for you and your immediate family
  • Childcare Vouchers
  • Travel Season Ticket Loan
  • Cycle-to-work Scheme (Evans)

 

Send us your CV using application form on the right or contact us on jobsuk@cognifide.com if you’re ready to join a super-fast-paced business, with incredibly talented teams and a genuinely people-oriented culture.
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