Job Reference: BBBH54219
Job Duration:
Start date: ASAP
Description:
Job Title:
Senior Service Delivery Manager
Direct Reports / Key Relationships:
Client Services, Technical Delivery, and Renewals Teams
Location:
Hybrid - 2 days a week in London
Salary:
Up to £70,000 + bonus
Company / Position Summary:
My client a well established UK based Cloud services provider are hiring for a Senior SDM to grow their team. The Senior Service Delivery Manager ensures services meet customer requirements and maintains strong client relationships.
Key Responsibilities:
Client Relationship
* Establish and maintain executive-level client relationships.
* Act as the primary contact for service escalations.
* Conduct quarterly business reviews.
Client Retention
* Proactively identify and mitigate client risks.
* Provide out-of-hours escalation support (approx. one week per quarter).
Drive Client Experience Improvement* Develop and implement processes to enhance client success.
* Identify gaps between service delivery and client expectations.
* Share updates on CX improvement initiatives.
Contract Management
* Maintain the Client Handbook throughout the contract lifecycle.
* Ensure SLA adherence and manage service credit risks.
* Align service delivery with contractual terms andaddress any gaps.
Commercial Management
* Support in-life change requests and foster account growth.
* Present ServiceManagement offerings in bids/renewals.
Knowledge of Products and Services
* Stay updated on our products and services.* Understand the customer journey to coordinate effective service delivery.
* Perform additional duties as needed.
Education, Experience, and Skills:
Education:
* ITIL Foundation (desirable)
Experience:
* 5+ years in a Service Managementrole, preferably within the Managed Service Provider industry
Skills:
* Aligning service delivery to contracts and revenue
* Conducting strategic review meetings
* Knowledge of Cloud and Infrastructure products
* Effective issue resolution andescalation
* Senior relationship management
* Driving cross-functional change for CX improvement
* Creating Service Improvement Plans linked to NPS/CX improvement
* Strong communication and presentation skills
* Detail-oriented in driving service improvements within agreed timescales
Industry: IT
Salary: £60000 - £70000 per annum + Bonus, Benefits
Salary Benefits: Bonus, Benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -