Mid Level Service Delivery Manager - IT Services

Posted 28 February by Fullbrook Consulting Group

The Client:

Our Client is a global IT and Telecommunications company specialising in communications.

Role & Key Responsibilities:

  • The Service Delivery Manager will be responsible for a large number of strategic accounts.
  • Providing excellent customer service and ensure SLA’s are continuously met.
  • Resolve any issues in a timely and professional manner.
  • Strive to fully understand and identify customer requirements.
  • Liaise with Account Managers to ensure customer renewals are on time.
  • Communicate new service opportunities & SDM revenue streams to Account managers.
  • Build a strong understanding of customer’s businesses at both an operating and services level.
  • Manage the performance of third party suppliers within accounts.
  • Identify key information that would help customers get the most out of their solutions
  • Ensure service enablement processes and accompanying documentation is completed.
  • Schedule and chair meetings with customer contacts.
  • Collaborate with other company departments to ensure customers receive a consistent service.
  • Manage the transition of services to new customers and similarly when new services are provided to existing customers.
  • Identify further opportunities to increase sales.
  • Developer and maintain excellent client relationships.

Skills & Experience:

  • Around 2-3 years’ experience in an external facing service delivery role.
  • Previous experience of working for an IT services provider.
  • Ideally degree Level educated and V3 ITIL Foundation accredited.
  • First class customer service skills with a highly professional manner.
  • Excellent communication skills and interpersonal skills.
  • Highly committed and focused.
  • A team player with a positive attitude who’s demonstrates a flexible approach to work.
  • Excellent time management and organisational skills.

Required skills

  • Customer Service
  • ITIL
  • Organisational Skills
  • Service Delivery
  • V3 Foundation

Application questions

Do you have proven experience of working within an external facing SDM role?
Do you have outstanding customer service skills?
Do you have a role relevant qualification such as V3 ITIL?
Do you have demonstrable time management skills?
Do you work well within a team as well as on own initiative?

Reference: 33873177

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