Service Delivery Manager
Service Delivery Manager
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Salary Not Disclosed
1 Vacancy
Job Description
The Service Delivery manager will be responsible for the endtoend service delivered to their clients managing performance of services provided as per contractual obligation ensuring service levels are achieved. The SDM will work closely with internal key stakeholders in delivering service excellence and building strong relationships with customers.
Key Responsibilities:
- Serving as the primary point of contact for customers.
- Ability to drive constant service improvement and focus on delivering service excellence.
- Ensuring service levels comply with contractual deliverables.
- Working closely with delivery teams and building strong relationships.
- Regular engagement with customers ensuring depth and reach within the wider customer organisation to improve working relationship with Telefnica Tech and our clients.
- Increase customer loyalty and satisfaction with high customer touch extensive knowledge of customers business drivers and requirements and strong working relationships within the customer organisation.
- Risk management.
- Understand the P&L for each assigned customer to ensure there is cost coverage for all Telefnica Tech services provided.
- Ability to identify further service opportunities and work closely with sales and account management functions to grow the Telefnica Tech services footprint.
- Ensure adherence to ITIL service management methodology in the delivery of Managed Services to assigned customers.
- Identify where process gaps exist and work with business stakeholders to review and refine them.
- Take an active role in Change Management for assigned customers providing input to the Change Management Board to represent your customers best interest and ensure process is communicated and followed.
- Have a complete understanding of the Telefnica Tech wide range of service offerings including associated processes and technical capabilities.
Qualifications :
- Must have proven experience working as a Service Delivery Manager for 5 years
- Previous experience working with Enterprise MSP
- Experience working in fastpaced environments
- Excellent relationship building abilities with internal and external stakeholders.
- Solid understanding and experience of SLAs
- Excellent communication skills
- Technical understanding
Additional Information :
The role will require security clearance.
This role can be worked on a hybrid set up but will require someone commutable to St Ives / Huntingdon due to customer needs.
We dont believe hiring is a tick box exercise so if you feel that you dont match the job description 100% but would still be a great fit for role please get in touch.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
