Summary:
The Service Delivery Manager is responsible for managing the relationship between Quadris and a portfolio of our customers. You own, drive and proactively manage the Customer Service experience during their journey with us being their trusted IT provider. Working alongside the Service Operations teams, you ensure we are delivering our contractual obligations for the Customer, ensuring SLAs and operational activities are achieved. It is a varied role that includes responsibilities for Service Delivery activities such as on-boarding, support, training, renewals, up-sell, cross-sell, customer satisfaction, adoption, consumption, and customer engagement. It requires a highly organised service management oriented individual who understands the importance of planning, process, working to deadlines, communication and quality standards.
Key Roles and Responsibilities:
1. To be accountable for the Service Delivery of the Managed Service contracts from onboarding through transition into Service, and for the full lifecycle of the service contracts.
2. To be a named contact for the Customer and develop and maintain strong, professional relationships with them.
3. To be the ‘voice of the Customer’ internally, driving change and feeding into improvements from feedback/insights.
4. To gain a deep understanding of the customer’s business challenges and objectives as well as their technical environment, in order to identify and suggest additional services from our portfolio if appropriate.
5. To work alongside the Project Manager and Delivery Team during Service Transition completing assigned project activities and starting to build a relationship and understanding of the Customer.
6. To understand the contracted service design for the Customer and demonstrate understanding of the Service we should be delivering and reporting on conformance both internally and externally.
7. To provide input and monitor incident resolution to ensure tickets are being handled promptly and efficiently if needed and regularly analysing patterns to help identify common issues that may require Problem Management or additional monitoring in place.
8. To own and oversee problem management, risk management and change planning for aligned customers.
9. To take an active role during any Major Incidents that affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.
10. To schedule, monitor and report on regular contractual operational activities such as maintenance tasks, back up checks and DR tests. Providing support to the wider team when needed in these activities too.
11. To create and present to the Customer regular service review reports covering SLA adherence, trending, capacity planning, risk and other key performance metrics.
12. To contribute to, regularly review and ensure relevance of service documentation, including but not limited to knowledge base articles, DR Operational Plans and Backup and Retention Schedules.
13. To be accountable for and deliver regular service review meetings with the client, including accurate minutes and actions captured.
14. If necessary, create and manage Service Remediation plans to ensure services delivered to your customers are to the agreed service levels and quality.
15. To work with customers to evolve and deliver new services to bring new business into the company.
16. In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Management Team.
Information To Monitor and Influence:
1. Documentation Quality & Improvement
2. Process Quality & Improvement
3. Customer contract performance and profitability
4. Service Level Agreement performance
5. Asset/access register maintenance
6. ISM – Information Security Management Compliance
7. Customer Satisfaction results
Essential Skills and Qualifications
1. Experience of service management with demonstrable working knowledge of incident management, escalation procedures and related disciplines in an IT environment.
2. Customer Care - capable of delivering results, and meeting customer expectations through strong relationship building skills, effective planning and administration. Has proven experience in handling complex customer issues and complaints to full resolution.
3. Good listening and understanding capacity.
4. Proven excellent written and verbal communication skills, and able to communicate to internal and external stakeholders up to and including C Level.
5. Able to facilitate, chair and steer meetings to achieve the stated objective/decision.
6. Ability to work on own initiative to a high level of accuracy and attention to detail, and to meet deadlines.
7. Strong problem solving – work with technical specialists to identify how to use IT solutions to resolve customer problems.
8. Strong business analytics knowledge.
9. Discretion in dealing with confidential information.
10. Demonstrate a creative approach to problem solving and conflict resolution.
11. Proven experience of identifying customer relationships at risk and developing relationship recovery plans.
12. Passionate about service standards.
13. Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers.
14. Ability to generate, develop and present ideas and suggestions for improvements in order to achieve more effective working practices.
15. Well presented, professional appearance and attitude with a positive and professional approach.
16. Must be flexible as travel within the UK may be necessary at times.
Desirable Skills and Qualifications
1. Experience in an IT Managed Service Provider.
2. Proficient in project management, and planning.
3. Experience of ISO27001 & ISO9001.
4. Experience of establishing and developing Service Operational Processes.
5. ITIL foundation qualification or similar.
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