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Service Delivery Manager - Managed Services

Posted 7 February by Fullbrook Consulting Group Ended

The Client:

Our client is a Global IT and Network services provider.

Role & Key Responsibilities:

  • Ensure that the delivered service meets the required, pre-agreed standards.
  • Take ownership of the escalation process and work towards satisfactory resolution at all times.
  • Review the operational and delivery procedures to recognise and eliminate high-risk areas.
  • Keep in touch and maintain flourishing business relationship with clients.
  • Work towards procedural improvements in the aim of efficient service delivery to clients.
  • Ensure that contracts are regularly reviewed and renewed in a timely and strategic manners.
  • Review and maintain client database and use ITIL framework to ensure compliance.
  • Contribute to the success of the business and marginal growth by identifying upselling opportunities within existing accounts.
  • Work closely with the Sales departments to secure new business opportunities.
  • Create and communicate sales and service reports to internal and external teams to provide timely service delivery update.
  • Ensure efficient communication between internal teams and departments to provide outstanding and smooth client experience.

Skills & Experience:

  • Previous customer relation or service management experience is essential.
  • Proven track record of succeeding in a similar role.
  • Demonstrable, strong business acumen.
  • Job relevant qualification such as ITIL V2 / V3 would be highly beneficial.
  • Strong knowledge and understanding of service delivery procedures.
  • Excellent relationship building and interpersonal skills.
  • Outstanding organizational skills with the ability to prioritise effectively.
  • Strong team player.
  • The ability to make sound business decisions under pressure.
  • Self - motivated with a methodical mindset.
  • Strong IT skills such as Microsoft Office.

Basic understanding of IT infrastructure.

Required skills

  • Customer Satisfaction
  • Relationship Management
  • Service Delivery
  • SLA
  • IT Infrastructure

Reference: 34140904

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