Overview
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 Manged 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 direct 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:
1. Design and implementation of the service in accordance with the Bell Service Readiness processes
2. Act as the focal point of contact and working with all impacted departments to ensure support readiness
3. Reporting progress to key stakeholders in a timely manner highlighting service and financial progress, dependencies, and risks
4. Ensuring all commercials, support and financial documentation is in place for the continued successful deliver of the service in accordance with the agreed processes, policies, and artefacts
Service Delivery
5. Managing the relationship with clients to ensure expectations are managed and exceeded, and SLA’s and KPI’s are achieved
6. Accountability of the services delivered to the customer, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues
7. Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
8. Investigating, reporting, and resolving customer satisfaction issues
9. Communication of all service-related matters to the customer and internally
10. Creation of customer service reports and performing customer service reviews
11. Ensure a catalogue of available services, service design and all standard service documentations, including customer facing documents, in accordance with Bell standard polices and processes are created and maintained
12. Initiation and delivery of Continual Service Improvement plans to the customer, documenting and distributing plans showing vision, benefits, effort, and action
13. Monitoring and reporting the services financial performance; management and accountability of the budget
14. Establish a thorough understanding of the customers business, environment, staff, and strategies – identifying opportunities for further growth of service(s)
15. Interfacing with the internal leadership team to ensure awareness of changing business needs, communicate regarding current performance of the service and routine reporting
16. Identifying and managing any interdependencies between projects and service delivery and ensuring service introduction processes are followed
17. Ensure compliance to Service Management processes and procedures
18. Understanding and maintaining information related to the impact on the Customer’s business of any outages (such as upcoming critical periods or key events etc.)
19. Receiving, reviewing, and agreeing the level of service delivered by vendors, including the management of penalties and rewards if part of the contract
20. Receiving, processing, and identifying change requests from the client and internal parties
21. Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services
22. Ensure that operational methods, procedures, facilities, and tools are established, reviewed, and maintained
23. Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services
24. Support business change, ensuring that stakeholders understand available IT services, and promotes financial and commercial awareness to deliver value-for-money
25. Working closely with the Sales team and the assigned Account Director / Manager; conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services
26. Negotiate at senior level on technical or commercial issues, ensuring all parties understand and agree on meeting needs
27. Monitor relationships including lessons learned and appropriate feedback, initiating improvement in services, products, and systems
Qualifications
28. 5+ years’ experience within a service delivery /operations capacity
29. Prior experience in working for a managed service provider is desired but not essential
30. Strong ITIL exposure with accompanying certified accreditation
31. Excellent communication, presentation, facilitation, and negotiation skills are required for this role
32. A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services
33. Demonstrated people management experience, leading, and motivating successful teams
34. Strategic business planning with the ability to translate business requirements into individual, team, and departmental objectives
35. Experience in developing and implementing effective processes
36. Commercial experience of managing P&Ls with effective and profitable control
37. Self-motivated and flexible and able to work well with multiple service deliverables
38. Open to new ideas and adaptable to customer, team, and organisational requirements
39. Ability to travel to customer site in Heathrow is essential
40. Must be able to obtain SC if required
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