Location: Nottingham
Reporting to: Service Desk Manager
Job Purpose:
As a Service Delivery Manager, you will oversee the entire client lifecycle experience, striving to meet and exceed operational metrics while fostering strong internal and external partnerships. Your role will involve identifying and implementing service delivery improvement initiatives that enhance efficiency and elevate the client experience.
Duties and Responsibilities:
Primary Client Interface:
Serve as the main point of contact for senior client stakeholders, managing all operational issues related to service and project delivery.
Service Improvement Plans:
Develop and execute comprehensive service improvement plans to address client issues and consistently exceed expectations.
Client Requirements and Escalations:
Accurately translate client requirements, issues, and escalations within the organisation to ensure clear communication and effective resolution.
Operational Reviews:
Conduct thorough monthly, quarterly, and annual reviews with clients to discuss performance and identify areas for improvement.
Cross-Functional Collaboration:
Work closely with cross-functional teams to pinpoint and implement enhancements for both operational and client efficiency.
Performance Management:
Oversee service and agreement performance, ensuring alignment with client expectations and contractual obligations.
Information Security Compliance:
Adhere to the company’s Information Security Management System (ISMS) and all related policies to maintain high standards of information security.
Qualifications, Knowledge, and Experience:
* Demonstrable experience in senior-level communication and stakeholder management.
* Commercial experience in managing contractual requirements and ensuring adherence to commitments.
* ITIL certification.
* Experience with SDI or ISO20001 accreditation.
* Knowledge of AGILE project management methodologies.
Why Join Us?
As a Service Delivery Manager, you will play a pivotal role in shaping the client experience and driving operational excellence. You will have the opportunity to work in a dynamic environment, collaborate with talented professionals, and make a significant impact on both the company and our clients.
What do I get in return?
* Flexible, hybrid working
* 25 days' annual leave + bank holidays with the option to buy and sell up to 5 days
* Private medical insurance or the option to buy into scheme
* Free flu jabs
* Perks including quarterly and annual staff awards, funded social events, referral bonuses
* Excellent learning and development opportunities
* Free fruit and snacks in the offices
* Barista style coffee machines
If you are passionate about service delivery and have a keen eye for continuous improvement, we encourage you to apply and join our team.
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