Description
Service Delivery Manager - Contract - Manchester - £200pd
Square One are looking for a Service Delivery Manager to come on board and join an industry leading organization in Manchester.
This is an initial 3 month contract, paying £200pd
Remote work is available and encouraged as long as you are on site when required.
This opportunity can be a fantastic stepping stone as my client are an internationally recognized industry leader.
Job Description
Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable
Ensures follow-up and closure of critical problems with large strategic customers
Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
Regularly interacts with the clients customer and internal teams in a coordinated fashion to ensure problem resolution
Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods
Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE)
Carries out reporting, SLA calculations and trending analysis
Holds or contributes to Service Reviews with the customer
Required Background
Candidate must be a self-motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:
Initiative taker and has the ability to work outside of process
Experience in a support environment
Work with HTTS/TAC, Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes
Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others
Leverages and contributes to Virtual Teams
Questions ways of working and suggests improvements
Independently coordinates and executes tasks
Uses technical understanding to work with HTTS/TAC and BU DE to create a recommended solution, and to understand the business impact to the Customer
Solid understanding of business processes and requirements in a support environment and in the customer's organisation
Excellent written and verbal communication skills, across culture
Ability to work successfully as a team member in a cross-functional Matrix environment
Results driven and customer focus
Commercial and contractual understanding is desirable, but not essential
Architecture & Technology Knowledge
General understanding of networking technologies and services
Educational Background Recommended
Typically requires a university degree or equivalent experience in a similar role
Experience in a network engineering, customer service delivery or telecommunications support environment
ITIL v3 Foundation essential, ITIL Service Operations highly desirable
CCNA/CCENT is desirable, but not essential
Enterprise experience is highly desirable
This is an initial 3 month contract, paying £200pd
Service Delivery Manager - Contract - Manchester - £200pd
Notwithstanding any guidelines given to years of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.