Senior Service Delivery Manager
Senior Service Delivery Manager
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Job Description
The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place and working for their client(s) to ensure quality is maintained to meet service and business goals. In this role you will report to the Head of Service Delivery Management.
Qualifications :
What youll do:
- Establish strong relationship with both the client and internal stakeholders providing a point of contact and escalation for client services.
- Be accountable for Client Service Reviews ensuring service actions are completed promptly and that the Client(s) are kept informed of their status and updates.
- Ensure client roadmap and requirements are understood and effectively communicated; Issue change communications following clients contractual obligations and Experian guidelines.
- Work with project delivery / service acceptance concerning new products and services being deployed to the client so as to assist with successful transition/transformation.
- Understand the cost to serve and help to increase productivity through service improvements.
- Ensure that the associated commercial processes for contract management including business change are in place and adopted for the clients account.
- Lead internal delivery stakeholders as one team ensuring a seamless delivery of services to the client(s) from across the business units.
- Provide oncall escalation support as per the oncall rota.
- Ensure all escalations are valid / justified and that the correct channels have been followed before the required escalation.
- Client Surveys NPS / Temperature check to be reviewed and feedback logged. Propose improvement plans as a result of any feedback.
- Monitor complaints / identify risks and take steps to mitigate these.
What we expect you to bring:
- 6 years of experience in a similar clientfacing role in a global / regional function.
- Knowledge of ITIL processes operated within Service Delivery Management and Service Acceptance.
- Strong client focus and excellent written and verbal skills in English.
- Ability to handle conflict undertake negotiations manage resolution and lead others.
- Understanding of service strategy and ability to apply this to the needs of Clients.
- Understanding of escalation model including when and how to escalate appropriately and ability to evidence efforts to resolve before escalation paths are exercised.
- Ability to communicate at all levels (peers to Exec internally and externally).
Additional Information :
What you will get:
- Personal Development career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses learning materials and books.
- Work environment excellent work conditions with friendly environment recognized strong team spirit and fun and quality recreation time.
- Social benefit package including life insurance food vouchers additional health insurance monthly flex allowance and internet coverage corporate discounts marriage and childbirth / adoption allowance Multisport card Sharesave plan Employee assistance program birthday gift and many other benefits!
- Worklife balance 25 days paid vacation 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
- Opportunity for Flexible working hours and Home Office.
Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
