Service Delivery Manager
Service Delivery Manager
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Job Description
The success of the role of the Service Delivery Manager is built on the Trust relationship between them and their clients. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff.
Version 1 is looking for a Service Delivery Manager with excellent people management skills to join the UK Delivery & Cloud Practice. You will have responsibility for several customers and must demonstrate an ability to build and maintain solid relationships with our customers in order to consistently deliver high satisfaction ratings. You must also be able to demonstrate solid commercial and business acumen and a track record in maximising financial performance and efficiency.
- Manage all 3 sides of the Strategic Triangle Customer Satisfaction: Employee Engagement; and Profitability
- Monthly and quarterly forecasting of team costs and project revenues
- Conduct regular Service Reviews with Customers
- Review actual performance against forecast understand gaps and put corrective measures in place as appropriate
- Work with Head of Service Delivery Management / Portfolio Director(s) / Account Manager (s) / Practice Head as appropriate to agree strategy for assigned accounts
- Input to service design and support for service implementation
- Maintain standards for ISO20000 compliance & best practices across the team
- Manage customer escalations issues problems and requirements
- Identify and progress Continual Service Improvement initiatives
- Manage business risk and knowledge to ensure business continuity
- Achieve targets and improvement initiatives for customer satisfaction
- Work with sales to develop new opportunities both with new and existing customers
In communication with other Delivery Managers to:
- Identify resourcing issues
- Cross team opportunities
- Cross team support requirements
Qualifications :
Experience we are looking for:
- Strong customer service/relationship management experience (Customer)
- Strong leadership and decisionmaking skills (People)
- Strong analytical skills (Strategy Financials)
- Strong track record in driving revenue opportunities (Strategy Financials)
- Demonstrated ability to work within a process driven environment (Strategy People)
- Resource Management experience: performance management workload distribution team development knowledge management (People)
- Forecasting: Monthly forecasting on gross profit accounting for team costs recurring and additional project revenues and costs (Financials)
- Effective verbal and written communication skills (People Customer)
- Selfstarter. Can take on assignments driving through contacting the appropriate parties to get them done and escalate when progress is impeded.
- A team player and selfmotivated you must demonstrate a strong customercentric ethos.
- Previous consultancy experiences a distinct advantage.
- Strong ITIL skills in relation to Service Design Operations and Transition
- A technical background in Microsoft Technologies
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
