Job Reference: BBBH50730
Job Duration:
Start date: ASAP
Description:
Role: Senior Service Delivery Manager
Company type: Technology MSP
Salary: up to £75,000 per annum
Location: Hybrid - Cirencester or Corsham or Farnborough
Concept Resourcing are looking for a Senior Service Delivery Manager to join a Technology MSP based in either Cirencester, Corsham, or Farnborough.
Thisis a hybrid role.
You will have Service Delivery ownership of one of our key enterprise accounts. You will be the primary point of contact for client stakeholders and provide strategic direction, and leadership to our technology teams supporting the environment. This will be done by overseeing the implementation of service delivery best practices and standard operating procedures to optimize service quality and efficiency within the team. You will be able to establish and maintain strong relationships with the client, acting as their primary point of contact for service-related matters.
We are seeking someone who has a strong technology background and understanding, a person who can be flexible and both an inspirational leader and a great team player.
If you are an experienced Senior Service Delivery Manager and are interested in this fantastic opportunity, then please APPLY now.
Key responsibilities:
* Lead and manage a team of IT and Network engineers providing 24x7 service to an enterprise managed service customer
* Provide guidance, mentorship, and support to ensure contractual compliance whilst fostering team development
* Create a collaborative and motivated work environment, develop interdepartmental collaboration
*Oversee onsite technical support for retail and enterprise clients
* Assist with project implementation, ensuring seamless execution
* Act as an escalation point for Customer issues ranging from Incident management to Contractual negotiations
* Ensure contractual compliance against SLAs - incident response & resolution,
* Proactively engage and understand their evolving needs and ensure that our services align with their business requirements.
* Monitor and analyse service delivery metrics, including SLAs, KPIs, and customer feedback, to assess performance and identify areas for improvement
* Collaborate with internal teams to resolve service delivery issues and implement corrective actions in a timely manner
* Drive initiatives to enhanceservice delivery processes, reduce operational risks, and increase overall service efficiency
* Implement preventive measuresto minimize the likelihood of future escalations and customer dissatisfaction
* Build and maintain strong working relationships with customer stakeholders
* Identify revenue-generating opportunities, work with presales and architecture functions to develop customer proposals
Requirements:
* This is a technology focussed role - although you won't be expected to implement technology solutions independently you will need a technical understanding spanning IT and Networks technology tacks
* Ability to work well in a high-pressure environment, whilst maintaining focus, sense of urgency and decisiveness.
* Demonstrates relationship building, motivation and influencing skills to achieve results
* Excellent attention to detail, observation, listening skills, and persistence
* Excellent verbal, written and listening communication skills
* Experience working for an IT Service Provider or Managed Services Organisation, managing multiple end-user accounts
* Proven track record of providing excellent customer service to SLAs and experience of managing key customer relationships within a service management type role.* Possess mature interpersonal skills and is successful at developing and managing relationships at all organizational levels, both internally and externally.
* Good documentation skills, specifically with regards to internal and customer processes
* Experience managing contracts through their entire lifecycle, from negotiation to exit
* Exceptional stakeholder management skills
* Experience using and administering ServiceNow would be advantageous but not essential
Salary & Benefits:* Up to £75,000 per annum
* Bonus
* Competitive benefits
* Hybrid role
If you are an experienced Senior Service Delivery Manager and are interested in this fantastic opportunity, then please APPLY now.
Industry: IT
Salary: £65000 - £75000 per annum + + Bonus
Salary Benefits: + Bonus
Vacancy Type: Permanent
Job Skills: Senior Service Delivery Manager
Contact Name: Callum Sandbrook
Website: -
Direct Application URL: -