Job Reference: BBBH31033
Job Duration:
Start date: ASAP
Description:
Job Title: Junior Service Delivery Manager
Reports to: Head of Service Delivery
Location: Office Based, Kettering
Salary: £32,000-37,000 + Benefits
This is an exciting opportunity to work for a fast-growing global firm for enterprise clients within EMEA. The role includes excellent career development, providing both practical ("on the job") and workshoptraining were required. As part of a dynamic and highly skilled consulting team you will be working on the forefront of technology enabling businesses to mobilise their workforce.
The Junior Service Delivery Manager (JSDM) will be responsible for managing the performance of services provided to clients as per agreed contracts and ensure that service levels are achieved and maintained. Will also work closely with the technical team assisting and co-ordinating the delivery of services into key enterprisecustomers.
Role:
* Maintaining a repeatable Managed Services delivery platform and associated processes
* Developing robust processes into Service Delivery
* A broad understanding of the technology industry, trends and technologies
* Good understanding of ITIL Service Management (v2 or v3) best practice and ideally supported by appropriate qualifications (minimum foundation level)
* Good knowledge of the IT infrastructure operations environment
* Commercially astute - a substantial understanding of how the client's business works
* Excellent written & verbal communication skills with good numerical skills
*Agreeing contract assignment milestones and performance checkpoints
* Attend periodic reviews as required with our customers to develop and implement any identified improvements
* Work closely with Account and Sales Managers in Managed Service contracts attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area
* Scheduling technical resources in a professional and flexible way to ensure suitable cover always for both project work and customer support* Responsible (with the support of the Service team) for the complete operational Customer experience, including service delivery and continual management of the Company's Network Services to their Customers.
* Work closely with the Project and Head of Service Delivery to ensure that the on boarding experience is fit for the customer.
* Responsible for on-going Service support,producing regular Customer Service Reviews and developing Service Improvement Plans.
* Possess an excellent aptitude for project management with Customer facing and organisational skills and become the bridge between the clients and the operational centre.
Skills and Experience:
The JSDM must be able to see the big picture, understand the business priorities and the technology landscape. The JSDM must communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for the company and provide an overall excellent customer experience.
* Experience in a managed services environment
* Work within a managed services department and contribute towards its growth
* Strong interpersonalskills
* Have experience maintaining and enhancing Customer relationships
* Experience in Compiling and presenting the Quarterly/Monthly Service Pack to the Customer(s)
* Experience and skills in developing and implementing Service Improvement Plans(SIP) as needed
* Skills in managing service issues raised by the Customer (or internally)
* Experience in providing Root Cause Analysis documentation for P1 outages as requested
* Hold a flexible, pro-active working attitude
* Be a self-starter and able to work on own initiative
Technical Knowledge/Accreditations of the following:
* ITIL V3,V4
* ISO 20000 2013+* Prince 2 Foundation
* Citrix Stack
* Microsoft Stack
* Microsoft Servers 2013-2016
* Microsoft Desktop Windows 7-10* Vendor Management
Industry: IT
Salary: £32000 - £37000 per annum + Benefits
Salary Benefits: Benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -