Overview of the role
The role of Service Delivery Manager (SDM) will encompass a wide range of tasks including but not limited to, providing a high level of service that meets all customer requirements and individual contractual obligations within budget constraints. The SDM will be responsible for leading a new client relationship while also building and maintaining internal stakeholder relationships.
Responsibilities
The Service Delivery Manager role would suit an individual who is able to adapt to a fast-paced environment while maintaining high standards to support our customers. The successful candidate will need to demonstrate good interpersonal and communication skills as they will have to work with a range of internal and external stakeholders.
1. Act as a primary customer contact and point of escalation
2. Produce monthly, quarterly and annual reports for internal and external use
3. Oversee and manage Service Levels (SLAs & KPIs)
4. Work across multiple projects with changing priorities
5. Undertake financial responsibility for allocated contracts
6. Management of Incident/Problem/Change Management Processes
Skillset & Experience
Essential Skills
1. Experienced Service Delivery Manager with a knowledge of ITIL
2. Bachelor's degree or equivalent experience
3. Relationship management and interpersonal skills
4. Communication, influencing and negotiating skills
5. Experience of Managed Support Services
6. Presentation and report writing skills
7. Problem solving and decision making
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