Description
Service Delivery Manager - ITIL, PCI, ISO, SIAM, Data Centres, Networks, Cloud, Storage, Servers is required by my client who is based in Hounslow, West London.
The Service Delivery Manager is a high profile customer facing role within Customer Services responsible for managing all aspects of the relationship between my client and contracted customers. As a single point of accountability the Service Delivery Manager owns and manages all customer related issues, changes, incidents and escalations through to resolution while ensuring a high standard of Customer Satisfaction is maintained at all times.
Key Responsibilities:
1. Responsible for monitoring and reporting service achievement against contractual and non-contractual performance targets, Servicel Level Agreements (SLA's) and Operational Level Agreements (OLA's)
2. Identify the business value provided by my client and identify additional revenue opportunities related to overages, requirements for additional capacity or new services and identify any actions necessary to enable my client to improve account retention
3. Understand my clients service delivery SLA's and ensure services are delivered and managed accordingly
4. Prepare Account Plans in conjunction with Sales including preparation and execution of a renewal strategy
5. Use Continual Service Improvement to proactively identify opportunities or requirements to implement service improvements
6. Customer escalation point (occasionally Out Of Hours)
7. Ensure high quality service reporting is provided in a timely manner
8. Update and manage items on the Customer Heat Map ensuring prompt identification and escalation of issues
9. Co-ordinate and supervise customer recovery tests
10. Work supportively with colleagues, operating in a collegiate manner at all times and in line with the Company's AIR-IT values.
Qualifications:
- Assessment Method ITIL Foundation v3
- ITIL v3 further qualifications
- PRINCE2 Foundation
- Familiar with service management within an ITIL service delivery framework
- Familiar with the technologies underpinning managed services including data centres, networks, telco circuits, cloud, storage, Servers etc.
- Experience of using service management ticketing systems and reporting tools
- Experience of delivering recovery and managed service contracts for enterprise clients
- Knowledge of PCI systems and compliance and ISO certification and experience of dealing with auditors
- Experience of running recovery and managed service solutions to defined SLAs
- Understanding of Service Integration And Management (SIAM) methodology and delivery framework
- Commercially aware with good negotiating skills; able to define and implement managed services and recovery services
- Customer focused and experienced at dealing with customers
- Ability to build and maintain strong customer relationships
- Able to work effectively under pressure
- Experience of working productively with both local and remote global teams in different time zones
- Confident independent worker able to work in both formal and informal teams and manage outcomes using influence
- Self-motivated and able to assess and prioritise conflicting or changing demands based on business impact
Mercator IT Solutions provides services as an agency and an employment business