Job Description
Service Delivery Manager
Ref: ULT-MS-2223-003-RH
Why Ultima
For over 30 years, Ultima has been at the heart of the UK’s IT industry. Built on the values of Integrity, Respect, Passion, and Autonomy, they are the very fabric that runs through every aspect of our business. Our customers look to us for thought leadership, design, implementation, and managed services. We can only provide world-class services with world-class team members.
The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams to ensure outstanding service is delivered to Ultima’s Managed Services Customers.
SDMs are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDMs also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services, and operational process enhancements.
Duties and responsibilities:
1. Proactively assess gaps in customer satisfaction levels and actions needed to ensure customer critical success factors are delivered.
2. Drive the production of relevant SLA and trending data for meaningful service reporting.
3. Ownership of service assurance and escalation of corrective actions where required service levels are not being met.
4. Ownership and coordination of customer CSI programs.
5. Creating, distributing, and presenting customer service reports.
6. Ownership of customer documentation such as operations handbooks, service contracts, and general customer data updates in Ultima’s ITSM solution.
7. Ownership of or input into all assigned customer queries, service actions, escalations, and complaints.
8. Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with the customer account team.
9. Participate in service design and modelling initiatives to effectively support service growth in line with Managed Services strategic growth agenda.
10. Supporting the Service Transition team with onboarding new customers and/or new services for existing customers.
11. Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations.
12. Regular travel to customer site(s) where required.
13. Strive to become a Trusted Advisor for customers to encourage repeat business and business development.
14. Supporting Account Director with identification and progression of further Managed Services business.
15. Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations.
Skills required:
1. Minimum ITIL CSI certification.
2. Minimum 4 years’ experience in an externally facing SDM role.
3. Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
4. Extensive experience in delivering successful CSI initiatives.
5. Excellent time management, multitasking, and prioritization skills, and be experienced in working in a fast-paced environment.
6. Excellent communication, customer presentation, and customer relationship building skills.
Desired skills:
1. ITIL certification.
2. Technical experience with supporting corporate IT environments, especially Microsoft and Citrix estates, will be an added bonus.
3. Prior experience in Incident or Problem Management.
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