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Senior Service Delivery Manager

Location
London
Salary
£50,000 to £70,000
Job Type
Permanent
Posted
6 Sep 2022

Senior Service Delivery Manager - SDM - Infrastructure - Cloud - Security - MSP - Managed Service Provider - Key Accounts - Relationships - IT Services - £50k-£70k DOE Base + Bonus + Package - Hybrid - WFH - London - 2 days in the officeOur client a leading managed service provider are actively recruiting for a Service Delivery Manager. You will be delivering and taking personal ownership of the operational relationships of between 2-3 key clients and the internal team, ensuring the delivered services meet with the customer's requirements and perform as expected. Responsibilities

  • Establishes client relationships with key points of contact and influencers
  • Client's trusted point of contact for service concerns and initial point of escalation
  • Responsible for understanding client health and escalating when appropriate to mitigate churn risk.
  • Responsible for driving client specific service improvement.
  • Ensure completeness of Client Handbook at the point of client onboarding
  • Managing SLA adherence to avoid service credit risk.
  • Aligning Service Management time on account to associated client revenue/value, and for triggering positive discussions to flex the Service Management support up/down based on client's changing needs (review recommended bi-annually)
  • Awareness of service delivery in line with contractual entitlement, seeking support to close/align gaps
  • Support client with in-life change requests
  • Pass leads through to Sales and follow through

Experience

  • Extensive experience in Service Management role, preferably within the Managed Service Provider industry
  • Managing contractual performance of services within agreed SLA, and influencing action required to mitigate or remediate SLA breach
  • Chairing Service Review meetings with clients, and preparation/interpretation of report inputs to the session.
  • In-depth knowledge of Cloud and Infrastructure products and services

Skills

  • Managing time to support 1 or 2 very large client accounts
  • Excellent relationship management skills, building effective client and internal stakeholder relationships
  • Articulate communicator and presenter
  • Confident, self starter who can articulate processes
  • Setting clear expectations and delivering on promises
  • Diligence around identifying actions required to drive service improvement, and influencing the delivery of the actions within the agreed timescale

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Details

  • Job Reference: 705432944-2
  • Date Posted: 6 September 2022
  • Recruiter: Concept Resourcing
    Concept Resourcing
  • Location: London
  • Salary: £50,000 to £70,000
  • Sector: Administration
  • Job Type: Permanent