Description
Service Delivery ManagerOur client, a global leading telecommunication company are recruiting for a Service Delivery Manager to join their business in the United Kingdom.
Position Title: Service Delivery Manager
Position Type: Contract
Start Date: April 2017
Location: Reading, UK
Contact: Nikolina Sardi |
Responsibilities:
- Reporting to the relevant Project Director, you will responsible for developing the Service relationship with the customer and driving the ongoing service delivery to achieve the agreed contract service levels. In addition to provide leadership across the key service management functions as required
- Operating the Service management regime and governance in line with the contract
- Develop the ongoing service relationship with the customer and client offshore delivery centers
- Face the customer acting as the management contact for service delivery
- Review and update as necessary the processes to facilitate ongoing service delivery
- Be accountable for overall customer satisfaction and service delivery of the Service Management function to contractual SLAs and KPIs
- Leverage expertise and resources from across the teams consistent experience and excellent service
- Drive the development and agreement of detailed SLA’s for each individual service being delivered
- Monitor, manage and own ongoing SLA performance, identify and implement corrective actions as required
- Proactively drive continuous improvements in service quality across the contract service portfolio by establishing a Continual Service Improvement process and relevant governance
- Analyse all aspects of performance and constantly seek to derive new insights into the customer experience. Provide detailed reporting to the customer and all areas of the MS Organisation
- Support continuous improvement of processes ensuring close interlock and alignment with customer processes
Qualifications:
- Experience of complex service management contracts
- Proven expertise in leading service and process improvement activities within a complex Software oriented service delivery environment
- Experience of working across a complex, matrix organisation with an ability to develop forward plans and continuously achieve high performance
- Experience of working with / leveraging / managing globally distributed service delivery teams (onshore / nearshore / offshore)
- Successful and developing and managing relationships at all level organizational levels
- Good understanding of Service Management principles and Service Level metrics
- Able to win the trust of customers in challenging and changing circumstances
- Experience of management of third party relationships
- The role would suit someone with an solid understanding of BSS / CRM systems
- Frequent travel to customer site(s)
Please check for more details at: sales(at)manningglobal com
Quoting reference: MGNS/8064
Or call Nikolina on: