Job Reference: SC/HQ050718
Job Duration: Until 30th June
Start date: ASAP
Description:
* Service Delivery Excellence Manager
* Up to £235 per day - This is a PAYE rate working Inside IR35
* Initial contract until 30th June 2023 but there is approval for an 18 month contract so extension very likely* Hybrid role working remotely with 1 day a week in Reading
Working for one of the most recognizable brands in the worldof Technology. We are looking for an experienced Service Delivery Manager to join their team on an 18 month contract.
Purpose of the role
Aligning the mission of the Service Centre, to business needs of our customers through centralization, delivery efficiency, accuracy, established expertise and consistency in experience.
Delivery Execution & Operational Excellence
Drive Delivery Excellence & Operational Excellence for Service Centre by:
* Enhancing the Customer Experience and Value through targeted delivery improvement This requires skills in monitoring operational service delivery performance and quality, scoping and driving projects that address opportunities derived from analysis insights. Note that this is not Service Desk delivery.
* Developing and executing Change Management project plans that land and reinforce changes. Continual effectiveness monitoring post launch and course correction as required.
* Enhancing the supplier delivery governance approach to establish accurate performance, quality, and value measures.
Drive Efficiency
Contribute to organizational efficiencies and consistent experiences for our Service Centre Customers and Community.
Business Impact
Identify opportunities to positively affect/impact business results and customer experiences
Key Deliverables & Responsibilities
This role will be responsible for supporting the Service Centre Delivery Excellence Team. You must be able to integrate into a small, talented, supportive, and hardworking team as many of our projects have interdependencies.
The Service Delivery Excellence Team Focuses on:
* Identifying, prioritising, and driving best practice Delivery Excellence implementation across a portfolio of services.
* Accelerating the journey from service launch to stable BPO operational management.
* Customer experience and valueadd service delivery, improving operational management efficiency and reducing capability gaps.
* Driving continual service SLA performance and Quality improvements.
* Identifying service delivery opportunities through detailed analysis and capable ofdriving these initiatives with our BPO suppliers.
* Initiative project management, monitoring, and progress tracking.
* Accelerating service run management ownership to our BPO suppliers.
* Developing a Trusted Partnership with thin layer monitoringgovernance.
Education/Experience
4-8 years of Service Delivery / Service Centre experience
Project Management experience a distinct advantage
Professional Training and Certification
* Project and Change Management skills
* Proficiency in JIRA and/or Azure Dev Ops
* Proficiency in Microsoft Office required. (Word, Excel, PowerPoint, Teams, OutlookKnowledge, Skills, and Abilities
* Excellence communication skills to all levels (including executive level)
* High-powered analytical skills and the ability to understand concepts and situations that are not immediately obvious (peeling the onion).
* Ability to mine and process data, deriving business insights.
* Ability to foresee and analyse project risks; developrisk mitigation plans and managing any subsequent issues.
* Strong project and change management skills that cover the PROSCIchange management lifecycle.
* Ability to apply judgement in high pressure situations with minimal external guidance.
* Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided.
* Strong organizational skills and ability to document and quick reference information and knowledge.
* Knowledge/background in software industry products/services/applications, with in-depth knowledge of Microsoft's products/services/applications preferred.
* Must possess strong cross team/group/org collaboration skills.
* Positive, energetic, enthusiastic attitude
* Excellence in time management and prioritization.
Industry: IT
Salary: £55000 - £61100 per annum
Salary Benefits:
Vacancy Type: Contract
Job Skills: Service Delivery
Contact Name: Samantha Cole
Website: -
Direct Application URL: -