Join an exciting team of people who are obsessed with providing exceptional customer contact as a Service Delivery Manager in Reading or London.
We seek a high-performing, self-motivated individual who builds exceptional relationships with customers and delivers against strong service delivery methodology and principles.
* Develop, operate, and continually improve services for customers.
* Deliver and report on KPI's, SLA's, and other objectives during regular Service Reviews with customers.
* Manage and communicate with key stakeholders regarding the service being delivered.
* Ensure services are provided in accordance with the customer's contract.
* Deal with issues or challenges that may arise with the day-to-day delivery of services.
* Point of contact for escalations and major incidents.
* Manage and review the delivery of Root Cause investigations and reports back to the customer.
* Identify, mitigate, and manage risks to and within the service.
* Manage the service transition, onboarding, and migration process for customers adopting, upgrading, changing, or exiting IPI services.
* Help mitigate and minimize customer churn and assist in the contract renewal process.
* Encourage customer adoption of enhanced services and other IPI offerings.
You will have:
* Knowledge of UC, Contact Centre, and IT environments.
* Strong knowledge of ITIL practices.
* Excellent interpersonal and communication skills, great at problem-solving.
* Be a good collaborator, communicator, and be experienced in presenting, report writing, and data analytics using tools not limited to MS 365 Suite.
* Good knowledge of Service Transition methodologies.
IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry.
We are an agile, highly accredited organisation with over 24 years heritage in delivering contact centre solutions to businesses across the UK.
We invest heavily in customer experience, our people, and our culture – putting people at the heart of everything we do.
IPI is a Disability Confidence Employer.