Service Delivery Manager

Role Overview

This role has responsibility for coordinating the delivery of services into key enterprise customers. The SDM plays a vital role in creating long-term, healthy service provider – customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management and SLA compliance, incident, change and problem management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Position within the Organisation

  • Reports to the Operations Manager
  • Works closely with colleagues in both Professional and Managed Services and the wider company as a whole

Main Duties

  • Management of 24/7 Managed Service deliverables, and assume responsibility for “out of hours” service provision
  • Management of Client on-boarding and transitional services
  • Designing, developing and implementing processes and procedures to monitor and measure IT services supplied
  • Ownership for, and managing, the response to all incidents, problems and requests for service ensuring timely and concise updates to key stakeholders
  • Building a personal relationship with key client staff
  • Successful service delivery – SLA achievement and high level of customer satisfaction
  • Monitoring overall performance of services
  • Excellent communication around issues and opportunities – get things done, make things happen
  • Collaborating with senior management on client account management and growth
  • Ensuring operations teams are aware of changes and are prepared
  • Building service reports
  • Service reporting and sponsoring service delivery meetings
  • Effective and efficient resource management – Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
  • Removing all obstacles to customer satisfaction and / or financial performance
  • Communicating across organisational boundaries – from engineers through to senior managers
  • 3rd party management responsibilities
  • Always operating in Red Stack Tech’s and the clients best interests
  • Following up if service delivery is not meeting expectations and ownership until problem is resolved
  • Working with the client and operations teams to identify and manage service improvement activities
  • Keep accurate records of discussions or correspondence with customers
  • Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
  • Ability to follow hardware and software best practices as defined by the Managed Services management
  • Integration and information sharing with other SDM’s and Managed Service management that exist within Red Stack.
  • Effective man management, ensuring productive and happy staff
  • Undertake where applicable staff recruitment and appraisals
  • Train staff to deliver a high standard of service
  • Undertake effective escalation
  • Effective budget management

The above responsibilities are indicative of the work required and should not be seen as an exhaustive list.

Skills and Experience

  • Minimum 5 years relevant work experience
  • Background within Managed Services and IT outsourcing industry
  • Knowledge of the following – Systems management platforms, service management solution and ITIL
  • Demonstrable experience of process development and improvement
  • Excellent documentation skills and attention to detail
  • Ability to deliver presentations competently
  • Must be commercially aware, able to identify & effectively communicate commercial opportunities
  • Able to produce and deliver relevant and effective training as required and necessary both into Managed Services staff and customers where relevant
  • Provide coaching and advice to the team on service best practice
  • Experience of governance and management frameworks e.g. Cobit
  • Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do
  • Able to understand and deliver services which are provided on a 24x7x365 basis. Must be able to work proactively

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Jay PatelService Delivery Manager