The Service Delivery Manager’s focus is to oversee the delivery of services to C5 Alliance’s customer base. The Service Delivery Manager will be expected to work with the various functions in C5 Alliance to maintain the high level of service performance which we aim to achieve. This involves being responsible and accountable for adherence to the processes in place and providing functional and hierarchical escalations when required.
Key Responsibilities
- Ownership of service review meetings with customers and suppliers to review performance, Service Level failures and other operational issues.
- Responsible for client reporting on service performance.
- Ensuring daily reviews take place related to SLA and service credit performance and aged incident progression, with the assistance of the Management team.
- To ensure that all policies, processes, procedures and work instructions are maintained in line with the ISO20000 & ISO27000-1 accreditations; continually reviewed and improved.
- Assist with Major Incident Management and Incident reporting.
- Ownership of the transition of new clients and internal processes into IT Services.
- To maintain an awareness of current operational issues, escalating any issues as appropriate.
- Undertake other tasks and projects as required.
Skills Knowledge and Expertise
Experience
- Prior work experience in service delivery or account management role within the IT industry.
- Experience in a customer service/facing role.
- Able to use a Service Management system or a similar computer application in a service environment.
- A good understanding of industry best practice processes and procedures regarding Service Desk operation and Incident Management.
- Experience working with third-party suppliers to ensure the resolution of issues.
- Proven experience in managing an operation in accordance with continually changing requirements and customer needs, reorganising as appropriate.
Education
Educated to degree level or equivalent.
Technical Skills
- Able to use the Microsoft Office suite at an intermediate level.
- Able to use a Service Management system or a similar computer application in a service environment.
- The ability to analyse trends and be proactive to ensure service levels achieved remain high.
Non-Technical Skills
- Strong customer service approach, coupled with a professional and ethical attitude to conducting business.
- Proven track record of driving decisions collaboratively, resolving conflicts & ensuring follow-through to deliver results.
- Must be a strong personality, self-motivated, able to embrace change and challenge the status quo where necessary.
- Presentation skills with a high degree of comfort with both large and small audiences.
- Problem-solving mentality leveraging internal and/or external resources.
- Excellent verbal, written communication, and presentation skills.
- Demonstrate a high level of business acumen.
- Highly organised. Able to prioritise a variety of critical short, medium- and long-term tasks for multiple activities.
Application Deadline: December 22nd 2022