Role Introduction
The Service Delivery Manager (SDM) is responsible for building and maintaining strong customer relationships and improving services to maintain customer satisfaction and retention. The SDM is responsible for several key functions, focusing on ensuring that all requirements of the contractual service obligations are met throughout the lifecycle of the management contract.
What You Will Do
* Act as the primary service management contact for the customer.
* Create and own SIPs (Service Improvement Plans).
* Ensure all engagements drive the customer's experience in line with the contracted services, managing customer expectations.
* Coordinate disaster recovery tests and technical infrastructure, when required.
* Gather customer roadmap intelligence and provide updates to internal stakeholders to identify commercial opportunities.
* Manage and oversee Service Levels in accordance with the Service Level Agreement.
* Coordinate and execute monthly, quarterly, and annual Service Review Meetings, both face-to-face and remotely, as per the Service Level Agreement and Service Schedule.
* Provide ongoing analysis of reports, performance, and trends, generating appropriate recommendations and stating risks to both the customer and the business.
What You Will Have
Minimum of 3 years experience in a technical Service Delivery role:
* Expert knowledge of ITIL standards.
* Excellent business and relationship management skills.
* Commercially astute, with excellent customer-facing and customer service skills.
What We Do For You
Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self at work is integral.
* Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days.
* Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
* Endometriosis Friendly Employer – We are committed to developing an environment that allows those with endometriosis to thrive.
Personal Growth – We’re committed to enabling your growth personally and professionally.
* Development Programmes – From Future Managers to Leadership Training, our programmes help you advance.
* Performance Bonus – Our bonus scheme rewards your success.
Financial Wellbeing – We understand that financial wellbeing is as important as mental wellbeing.
* Pension Scheme – Our plan offers a 5% matched contribution by the company.
* Income Protection Insurance – Providing support when you need it most.
* Discounted Parking – Exclusive discounted rates for employees purchasing digital season tickets.
Recognition – Highlighting and rewarding great work.
* Performance & Talent – Our technology platform allows you to receive real-time feedback and set goals.
Making a Difference – We provide opportunities to help you make a difference to the causes you care about.
* MatchIt! – Fundraise for a cause close to your heart, and we will match part of the funding.
* Volunteering Time – Our volunteering leave scheme allows you to help those in need.
* Pennies from Heaven – Donate the pennies from your paycheck to help make a difference.
Who We Are
OneAdvanced is one of the UK's largest providers of business software and services, serving over 20,000 global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners, handle over 10 million wills, and more. Our mission is to power the world of work, as our software underpins some of the UK's most critical sectors.
We invest in our brilliant people, who are at the heart of our success as we strive to be a diverse, inclusive, and engaging workplace that empowers the growth, ambitions, and talent of our people.
To learn more about working at OneAdvanced, please click here.
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