Chorus Portishead, England, United Kingdom
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Are you an experienced leader with a knack for ensuring exceptional service delivery? We are seeking a proactive and results-driven SDM to join our team. In this role, you will be responsible for managing the delivery of our services to clients, ensuring customer satisfaction and maintaining high standards of quality.
The Role
As a Service Delivery Manager (SDM) you will be responsible for owning and overseeing the delivery of services to ‘advanced services’ clients. You will take the lead on ensuring that services are delivered in line with contractual and service level commitments. You will track risks and report on service metrics as well as contribute to client CAB.
Key Responsibilities
* Manage Service Delivery execution against contracted service levels
* Own and manage the Service Delivery relationship, acting as first point of contact for escalations
* Maintain risk registers and lead structured risk reviews with clients to facilitate proactive improvements
* Create monthly reporting packs, including change, problem & service level statistics
* Analyse service incidents, looking at performance metrics, trends and root causes in conjunction with other team members
* Work with clients to facilitate a ‘shift-left’ approach to service delivery
* Work alongside the internal tech ops team, identifying opportunities for service improvement
* Be the voice of the customer internally to advocate for quality, best practice and customer satisfaction
* Ensure that changes are raised at client CAB at appropriate points
* Ensure SOPs for client specific processes are accurate and in line with client procedures
* Maintain awareness of and follow Chorus company procedures and guidelines, including security, regulatory and quality related matters.
* Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
* Demonstrate behaviours that promote our values.
* Undertake any other duties as reasonably requested.
Personal Specification
As a Service Delivery Manager, you will bring the following skill set and behaviours:
Required:
* Experience working with an IT Service Desk, preferably in a client facing role
* Strong knowledge of the ITIL framework
* Solid understanding of M365 technologies & IT infrastructure
* Proven interpersonal skills with the ability to collaborate effectively with clients & cross departmental teams alike
* Excellent organisational, time management and communication skills
* Excellent problem solving & analytical skills
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
IT Services and IT Consulting
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