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Service Delivery Manager

  • Location
  • Job type Contract
  • Reference BBBH121707
  • Salary £0.00 - £350.00 per day + Inside IR35
  • Specialisation Technology
  • Posted August 18, 2021

Service Delivery Manager - Inside IR35

My client has an exciting opportunity for a Service Delivery Manager on an initial 3 month contract.

The role has flexible working but there will be a requirement for some work in Nottingham and Sheffield.

Key Skills:

Customer Relationship Management

  • Providing effective leadership for services to the customer
  • Developing and enhancing the strategic relationship with the customer on a medium to long term basis
  • Delivering against Service Level Agreements, customer commitments and Service Improvement Programmes
  • Working effectively with the customer and internal delivery teams principally Service Account Manager, Service Desk Manager(s), Infrastructure & Operations Manager, Workforce Manager (field) and the Service Management Office.
  • Monitoring and improving levels of customer satisfaction (Net Promoter Score)
  • Developing and delivering service account roadmaps, working alongside Service Account Managers and Solution/Technical Architects

People Management (as required based on specific line management responsibility)
  • Providing effective tactical and strategic advice, coaching and guidance to Field / On site staff, Service Desk agents, Service Management Office (ITIL) staff with a focus on operational delivery
  • For all direct reports, provide personal/career development
  • Ensuring effective resource management, influencing and identifying required resources within Operations and wherever possible forecasting ahead in a timely manner
  • Setting and managing SMART objectives for direct reports

Commercial Management
  • Managing and controlling contractual scope and compliance against the scope
  • Managing and delivering the Profit and Loss account to agreed targets (when applicable)
  • Working with Service Account Managers on account planning and subsequent delivery of the plan including relationship mapping/management, identifying upsell opportunities, securing and maintaining reference-ability, winning renewals and re-procurements.
  • Working across Operations to support the delivery of cost reduction plans, working closely with Operations management and the customer
  • Supporting the budgeting process (as requested)
  • Identifying and if necessary, securing upsell opportunities

Quality Assurance
  • Supporting the effective transition of the services into BAU adhering to Service Transition Process (where applicable)
  • Attending quality and service reviews and ensuring that these happen in accordance with guidelines
  • Reviewing and approving key Service Management documentation for customer engagements
  • Developing and publicising Service Management best practice processes, procedures, guidelines and templates for the Management System
  • Populating and maintaining the Customer Engagement Register including open actions, risks, issues, dependencies etc.
  • Creating and managing any contracted Quality documentation e.g. Service Operations Manual, Asset Risk Assessment Register, Communications Plan etc.

  • Creating a vision for the customer
  • Driving the delivery, efficiency and effectiveness of the contracted services