Job Reference: BBBH39858-1
Job Duration:
Start date: ASAP
Description:
My client a fast growing and transformative IT reseller is looking for an experienced Service Delivery Manager who has thetemperament and character to put the customer 1st above all else! The delivery of this service from a technology point of view is a mix of on-prem infrastructure (Networking, Wintel, and Hybrid technology) and the plan is to transform the environment intoCloud and this change will require excellent customer relationship and influencing skills due to the changes that are planned.Working with one large customer close to Manchester and easily commutable from Stockport, Warrington, and Knutsford they willneed you close by to ensure the existing services run smoothly and help them adapt to the transforming nature of their IT infrastructure and environment. If you are quality focused and results driven with the experience to demonstrate ways you have innovated and made real business focused changes for customers - then this is the role for you! Introduced some automation process', innovation which removes steps that have always been in place to do basic tasks but are detrimental to the service for example.The role with be to delivery and take personal ownership of the operational relationship between the client 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 mitigatechurn risk.
* Responsible for driving client specific service improvement.
* Ensure completeness of Client Handbook at thepoint 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 and support change management
*Pass leads through to Sales and follow through
Experience
* 3+ years 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 challenges and solutions
Service Delivery Manager - Infrastructure - Cloud - MSP - Managed Service Provider - IT Services - Up to £65-£70k Base + 12% Bonus
Industry: IT
Salary: £60000 - £70000 per annum + 12% Bonus + Benefits
Salary Benefits: 12% Bonus + Benefits
Vacancy Type: Permanent
Job Skills: Service Delivery Manager, Infrastructure, Cloud, Security, MSP, managed Service Provider
Contact Name: Richard Wootton
Website: -
Direct Application URL: -