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We’re Hiring! A Service Delivery Manager to Transition, Operate and Transform services for our prestigious customers in Heathrow. You will be expected to work on customer site. There will also be occasional travel to Bell Offices in London, Wokingham, and Portsmouth.
About us
Working at Bell, in Managed Services, you will be part of a team of service management professionals who care about their customers, services and colleagues. We deliver Managed Services to several well-known organisations across the Financial Services, Telecommunications, and Public Services sectors. Working either directly with these organisations or in partnership with Global Managed Service Providers.
Responsibilities
Service Transition
The Service Delivery Manager may be asked to support new customers and/or service transition activities taking services into support and continuing to manage throughout its term. This will include the following activities:
* Design and implementation of the service in accordance with the Bell Service Readiness processes
* Act as the focal point of contact and work with all impacted departments to ensure support readiness
* Report progress to key stakeholders in a timely manner, highlighting service and financial progress, dependencies, and risks
* Ensure all commercials, support, and financial documentation are in place for the continued successful delivery of the service in accordance with the agreed processes, policies, and artefacts
Service Delivery
* Manage the relationship with clients to ensure expectations are managed and exceeded, and SLA’s and KPI’s are achieved
* Take accountability for the services delivered to the customer, ensuring quality and client satisfaction, and act as the single point of escalation for all service-related issues
* Monitor service delivery effectively and implement actions to maintain or improve service levels
* Investigate, report, and resolve customer satisfaction issues
* Communicate all service-related matters to the customer and internally
* Create customer service reports and conduct customer service reviews
* Maintain a catalogue of available services, service design, and all standard service documentation, including customer-facing documents, in accordance with Bell standards and processes
* Initiate and deliver Continual Service Improvement plans, documenting and sharing plans with vision, benefits, effort, and actions
* Monitor and report on the financial performance of services; manage the budget
* Develop a thorough understanding of the customer’s business, environment, staff, and strategies to identify opportunities for service growth
* Coordinate with the internal leadership team to ensure awareness of changing business needs and communicate current performance and routine reports
* Identify and manage interdependencies between projects and service delivery, ensuring processes are followed for service introduction
* Ensure compliance with Service Management processes and procedures
* Maintain information related to the impact of outages on the customer’s business
* Review and agree on the level of service delivered by vendors, including managing penalties and rewards if applicable
* Process and manage change requests from the client and internal parties
* Maintain agreements with third-party support teams regarding scope and hours of support services
* Establish, review, and maintain operational methods, procedures, facilities, and tools
* Negotiate disruptions and major service amendments with relevant parties
* Support business change, ensuring stakeholders understand IT services and promote financial and commercial awareness
* Collaborate with Sales and Account teams to analyze demand and influence investments
* Negotiate at senior levels on technical or commercial issues
* Monitor relationships, gather lessons learned, and initiate improvements in services, products, and systems
Qualifications
* 5+ years’ experience in service delivery or operations
* Experience with managed service providers is preferred but not essential
* Strong ITIL knowledge with certification
* Excellent communication, presentation, facilitation, and negotiation skills
* Proven ability to develop strong client relationships and focus on customer satisfaction
* People management experience, leading and motivating teams
* Strategic planning skills with the ability to translate business needs into objectives
* Experience in developing and implementing processes
* Experience managing P&Ls profitably
* Self-motivated, flexible, and capable of handling multiple deliverables
* Open to new ideas and adaptable
* Willingness to travel to Heathrow site is essential
* Ability to obtain SC clearance if required
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