Service Delivery Manager
Hybrid working. Minimum 1 day per week in London, SE1 office.
Overview
UP3 is a dedicated ServiceNow Managed Service provider, founded in 2016 by highly experienced Service Management and ServiceNow sales and delivery professionals. We have a wealth of experience working both as customers of ServiceNow and as specialist consultants and have delivered solutions spanning nearly every aspect of the platform.
We are looking for experienced service professionals with a passion for driving an excellent customer experience who can thrive in a rapidly growing, dynamic business with a huge emphasis on collaborating with our clients to help them deliver exceptional service.
We really do stand by our values here at UP3 and you will align to these too:
* No-one is above making the tea or watering the plants.
* Do the right thing by the customer. Always.
* No room for egos, politics or gossip.
* We’re a team. Take pride in sharing what you know.
* If you see something that needs doing, roll up your sleeves and get it done.
* Remember, at some point, you did something for the first time.
The role
As a Service Delivery Manager at UP3, you will play a vital role in supporting our Managed Service Customers. You will be responsible for ensuring the effective delivery of high-quality services to our customers, proactively gathering feedback from our customers and using this feedback to inform the business and drive continuous service & process improvement and evolution.
You will ensure that SLAs are met and that reporting, and performance management targets are met. You will an advocate of our customers internally in UP3, working closely alongside our Customer Success Managers (CSM) to maximise our customer experience and drive continuous service improvement.
Regular scheduled on-call shift cover will be required, and occasional scheduled or unscheduled out of hours support will be needed. For example, during upgrades or major incidents affecting your customers.
This is a newly created role, in a new business function. As such this position offers the unique opportunity to set-up, define and build the Service Delivery function in UP3, and once established, the potential to lead this function as the team grows.
Key Responsibilities
* Customer Relationships: Building and maintaining strong relationships with customer operational stakeholders, acting as the primary point of contact for all Managed Service related issues.
* Customer Satisfaction: Responsible for ensuring regular customer satisfaction surveys (NPS & CSAT) are collected, reviewed and targets achieved.
* SLA: Oversight and reporting of SLAs, performance management and contractual obligations. You will continuously review the measures and metrics in use to measure performance, always looking for opportunities to improve transparency for our customers such.
* Service Reporting: Responsible for (in collaboration with the CSMs) ensuring your customers receive timely and regular Service Reviews, service utilisation reports, dashboards and notifications, with accurate reporting and analysis. Ownership of any Service Improvement Plans (SIP) deemed necessary. You will drive ongoing improvement in the content and quality of all in-life customer reporting.
* Process Improvement: Using the feedback you receive from your customers, and you own insight and understanding of the service, you will identify opportunities for process improvements, and implement changes to enhance the efficiency and effectiveness of our services.
* Problem Management: You will take ownership of Problems, identified either via repeat incidents, or as highlighted by the customer or internally, and own the formal problem management process through to satisfactory resolution.
* Major Incident Management (MIM): You are responsible for the MIM process, and the primary point of contact for MIN for your customers. You will own and facilitate resource, internally, customer and ServiceNow support, providing continuity and ownership of all major incidents. This includes ownership of escalations into ServiceNow as necessary and ensuring that Major Incident Reports (MIR) are issued for all major incidents.
* Change Management: You will provide oversight of your customer’s change process, ensuring changes are submitted to CAB to the agreed process and timescales, and attending, along with the relevant technical resource, all CAB sessions with your customers.
* Service Acceptance: Working closely with the Managed Service Technical team and the Customer Engagement, you will define, document, implement, and provide oversight and ongoing ownership of the internal service acceptance process. This will include solution review, supportability assessments, staged gates, feedback loops, documentation and knowledge base creation, handover sessions, and early life support requirements.
* Quality Feedback: Using your knowledge gained in the role, and your Root Cause Analysis reporting, you will provide regular constructive feedback back into the Customer Engagement and Technical teams on release related defects, impact, root cause and lessons learnt.
* Instance Performance Management: You’ll work closely with the Managed Service team to monitor customer instance performance, utilising all available tools such as Performance Dashboard, UP3 scheduled performance optimisation tasks, and Instance Observer. You will report on performance trends and where necessary make recommendations or take actions to address current or expected performance concerns.
* Licence Compliance: Utilising the UP3 Licence Compliance dashboards, you will ensure your customers have visible, accurate and trusted visibility of their ServiceNow licence utilisation, and compliance.
* Governance & Compliance: You will provide oversight, and work closely with the CSM, Technical Account Manager (TAM) and Managed Service Team in defining and monitoring customer specific compliance obligations.
* Bid & Renewal Support: You will support the Sales team and CSM as needed in all renewals, uplifts and proposals for your customers.
* UP3 Values: You will uphold the UP3 values and all times, and champion them in all engagement with your team.
Essential skills and experience
* Strong experience in Service Delivery, at least five years in a relevant role.
* Able to demonstrate in depth understanding of ITIL both in theory, but also operational implementation.
* Strong analytical and problem-solving skills, with the ability to summarise and present complex data effectively.
* Excellent communication and interpersonal skills. You will be experienced in engaging with senior stakeholders, able to own, facilitate and control meetings, and confident in articulating technical issues to non-technical customer contacts.
* Confidence in your own ability, and willingness to own difficult problems through to resolution.
* Ability to work collaboratively in a cross-functional team environment.
* Experience in mentoring and supporting less experienced colleagues in developing their own skills, sharing your experience and providing guidance and assistance as needed.
* Attention to detail and a commitment to accuracy.
* Excellent written and verbal skills.
* Existing knowledge or experience of ServiceNow would be beneficial.
What’s in it for you?
* Competitive salary based on experience. 7.5% performance related bonus paid in two instalments, 6 months apart.
* Play a critical role in a successful, scaling business dedicated to one of the fastest-
* ever-growing software companies.
* A brilliant team. We actively foster a culture of innovation, collaboration and creativity.
* We truly care about our people, we’ve been recognised as a Great Place To Work two years running and we’re committed to maintaining our company culture even as we grow and scale.
* London based. We have a fantastic office at The Ministry in Central London and offer hybrid working with at least 1 day a week in the office. Includes free gym membership, wellness programmes, onsite café, bar and terrace, regular on-site events with guest passes.
Company benefits – highlights
Maternity and Parental Leave
We offer an enhanced maternity and parental leave package. For maternity and adoption, we will provide you with 16 weeks full pay, followed by 23 weeks Statutory Maternity Pay (SMP). And for Paternity and other Parental leave, you’ll receive 4 weeks of full pay. In addition, we encourage you to take as much time as you need for ante and post-natal appointments.
Flexible Working
* We know people thrive when they’re given the opportunity to strike the right balance between their work and their personal life, so we offer flexible working arrangements so that you can do your best work, without compromising.
* We embrace hybrid working, so you can split your time between home and our offices in The Ministry, SE1. We offer a £250 allowance to ensure your home office is set up with everything you need.
* Excellent Vitality health insurance, Vitality GP, and Bupa level 3 dental cover
* 25 days holiday increasing based on length of service
* Company pension (after 3 months’ service)
* A Death-in-Service Life Insurance policy which would pay out 4X your salary
* Sports and Social Club – recent events include Dungeons & Dragons night,
wine tasting, Junkyard golf and Gourmaze tasty treasure hunt.