Connecting Talent to opportunity

Connecting Talent to opportunity

Senior Service Delivery Manager


Job Description:

We have an exciting opportunity for a new Senior Service Delivery Manager to join an outstanding Service Delivery team. You will be responsible for developing and maintaining strong customer relationships to drive customer satisfaction overseeing a variety of ITIL-related and customer relationship duties.

Your role:

  • To provide a primary contact point to customers and stakeholders for service delivery-related issues.
  • Understand the services to be delivered and all commercial and contractual obligations for your aligned accounts.
  • Produce and collate service performance documentation for aligned customers on a weekly/monthly or quarterly basis
  • Provide analysis, insight and recommendations for service and customer satisfaction improvements based on the service performance data included in the Service Report packs.
  • Arrange and take the lead role in all service review meetings, both regular and ad-hoc.
  • Ensure delivery of KPIs and Service Level Agreements are in line with contractual obligations.
  • Invoke escalation and jeopardy management procedures
  • Agree, document, and ensure the subsequent delivery, of any customer Continuous Service Improvement Plans.
  • Distribute customer-facing Incident Reports, ensuring that any detailed technical explanations are communicated

Key Skills:

  • Have excellent communication skills (verbal, written and face-to-face)
  • Be an effective manager of your own time.
  • Excellent verbal communication with the ability to alter the message to suit different audiences.
  • Presentation preparation and delivery
  • The organisation, numeracy, and a structured approach to work
  • An up-to-date accreditation in a recognised Service Management professional qualification e.g., ITIL

Our client is recognised as one of the UK’s 100 Best Workplaces™ by Great Place to Work®

Please contact [email protected] for more details or apply now !

  • Job Type

    Permanent, Full Time

  • Additional Salary Info


  • Work Authorisation

    United Kingdom

  • Industry Sector IT & Internet
  • Years Experience

    2+ years

  • Career Level

    Manager (Manager/Supervisor of Staff)

  • Educational level


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