Senior Service Delivery Manager
Senior Service Delivery Manager
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Job Description
Location: Bristol (Hybrid)
In this position youll be based in the Bristol office for a minimum of three days a week with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at give you a world of potential
Be aSenior Service Delivery Managerand become the cornerstone of our client relationships! Build and nurture trusted partnerships ensuring seamless communication and exceptional service delivery. Collaborate closely with clients to understand their needs and exceed their expectations. Drive client satisfaction and loyalty through dedicated relationship management.
A role you will love
This role is seen as the main point of liaison for the delivery of predominantlyexternal clients work and/or internal client projects whichare allocated. The client will see them as an expert representative of our company that is able to demonstrate exceptionaldelivery of services via liaison / project management with the client and internal CCS addition the Senior Service Delivery Manager will work to exceed established service standards client satisfaction ratings and Net Promoter Score targets for their assigned group of clients.
Some of your key responsibilities will include:
- End to end once off job management -The role holder will work with the client to understand their requirements and create clear / concise briefs for appropriate delivery departments. They will then communicate between the departments and with the client to ensure required inputs and outputs are accurate and on time.
- Ongoing Management of Contract jobs -For ongoing jobs managed as or like contracts the role holder will complete required checks (resources /stock / inputs / outputs / timelines). They will work with internal departments and the client to resolve file failures issues and report progress.
- BAU Account Governance -The role holder will facilitate agreed governance with the client including weekly meeting to discuss current workloads/projects and preparing reports on delivery performance and presenting these at quarterly meetings.
- BAU Relationship Management -The role holder will holdoverall responsibility and management for the relationship of their assigned Clients in relation to the delivery of Communication based services. They therefore will need to be able to build trusted relationships with theirclients through the delivery of our services.
- The above is tobe done byworking directly and with the clients Key Account Director (for Tier 1 Accounts only) toidentify and manage change requirements initiate change projects and manage client queries / information requests.
- Project Management To be undertaken for onboarding new client requirements and for significant change management activity. The role holder will either work with an assigned Project Delivery Specialist or when required manage identified activities within an established project management framework.
- Invoicing/Debt Management -The role holder will oversee ensuring all billing for their clients iscompleted accuratelymonthly. Continualmonitoring ofcash collection performance reports from our finance team are then required and where necessary action should be taken in collaboration with their manager to address debt that is aging beyond accepted thresholds.
- Budget Management -The role holder will collect information from invoices raised and plot this against budgets / forecasts for each client that they manage.
- Departmental Improvement Projects -The role holder will assist the department manager by either taking part in or owning internal improvement projects.
- Support of colleague work outputs -The role holder works within a team of colleagues with the same / similar responsibilities and so will support those colleagues with:
- Cross checking on a job-by-job basis
- Covering actions during colleague absence
- Ensuring their work can be successfully covered by colleagues during their own absence
What will you bring to the role
The ability to demonstrate the abilityto manage multiple projects / change requests and the abilityto work in a client facing role. Strong interpersonal skillsand a demonstrated ability to communicate diplomatically with clients internal business partners team members and other key stakeholders. A strong desire to understand your assigned clients business environment and motivation. Flexibility with proven ability to work in a high pressure deadline driven environment.
Other key skills required for the role include:
- Commitment to accuracy and attention to detail.
- Computer literacy Word / Excel / PowerPoint.
- Excellent written and verbal skills.
- Ability to learn and use multiple software programs and applications.
- Eagerness to learn new skills and adapt to new technology.
- Financial / commercial understanding.
- Can work effectively alone or in a group.
- Ability to interpret data at a basic level.
- Exceptional organisational skills and ability to prioritise is essential.
- Positive enthusiastic can-do attitude.
- A flexible approach.
- High degree of technical accuracy
- A strong awareness of the need for quality.
Rewards designed for you
- Flexible work to help you find the best balance between work and lifestyle.
- Health and wellbeingrewards that can be tailored to support you and your family.
- Invest in our businessby setting aside salary to purchase shares in our company and youll receive a company contribution as well.
- Extra rewardsranging fromrecognition awards and team get togethers to helping you invest in your future.
- And more. Ours is a welcoming and close-knit community with experienced colleagues ready to help you careers hub will help you find out more about our rewards and life at Computershare visit #LI-Hybrid
Required Experience:
Manager
Employment Type
Full-Time
