Service Delivery Manager
Service Delivery Manager
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Job Description
What will I be doing
This is a great opportunity for someone from an application support service background who also enjoys getting involved in a broader range of client development projects.
As a Service Delivery Manager (SDM) within our Data Platform Managed Services team you will play a crucial role in ensuring client satisfaction maintaining service excellence and driving continuous improvements. Your responsibilities will include:
- Acting as a primary point of contact for clients advocating for their needs within the business.
- Managing service delivery to ensure highquality support and adherence to agreed SLAs and KPIs.
- Facilitating regular service review meetings with clients to discuss performance improvements and future opportunities.
- Collaborating with technical teams to identify service enhancements and proactively address potential challenges.
- Driving service improvements through structured problem management and root cause analysis.
- Ensuring seamless communication and alignment between internal teams and external stakeholders.
- Supporting onboarding processes for new clients and driving adoption of best practices.
- Monitoring and reporting on service performance ensuring continuous alignment with business objectives.
- Addressing and resolving any client concerns managing escalations effectively.
There will be regular contact with clients so applicants must be comfortable discussing technical concepts in clear and concise language. The ideal candidate will be in a similar role or have relative experience from a previous role during which they would have gained experience in problem solving managing client expectations and SLAs. They must have good communication skills the ability to work to tight time scales and under pressure.
Tell me more...
This is a customer facing position and you will be in daily contact with our customers. We operate a hybrid model but you can expect to be working mainly remote or choose from one of our conveniently located offices (Farnham and London) as well as occasionally working alongside our customers at their offices so there will be some occasional travel.
You will collaborate closely with teams based in the UK Bulgaria and India working across different time zones to ensure seamless communication and effective service delivery.
There will be a need to occasionally work outside of the normal office hours but this can be remotely (from your home) and of course this time will be recognised and rewarded.
Qualifications :
What experience/skills do I need
Key Skills:
- Client advocacy and relationship management
- IT Service Management (ITIL framework)
- Incident problem and change management
- Service reporting and performance analysis
- Stakeholder communication and engagement
- Service improvement and proactive problem resolution
- Crossfunctional team collaboration
Desirable Skills:
- Experience in data platforms or cloudbased services
- Familiarity with managed services operations in an enterprise environment
- Experience working with monitoring and reporting tools
- Knowledge of contract and SLA management
- Technical background in data or cloud technologies is a plus
Additional Information :
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
