Service Delivery Manager - MSP

Posted 16 March by Ultimaze Ltd trading as TSR Select Easy Apply

To support this growth, we’re looking for a dynamic Service Delivery Manager to fully manage the engagement with our customers right from contract agreement through the delivery stages and finally to customer hand-over. Reporting to the Operations Director and working alongside both our Technical Sales and Technical Services teams, the Service Delivery Manager will be responsible for the successful implementation of projects and therefore the Project Management Team. This includes ensuring the best use of resources, budgets, systems and procedures in line with the dynamic nature of projects to ensure the absolute best in customer satisfaction. We are looking for an individual with a can-do, hands-on attitude. With high attention to detail, excellent standards and quality of work, you must possess the ability to adopt to different working styles and needs. Every customer and project will have different needs and elements involved, therefore a pragmatic and flexible approach is required with the ability to identify additional business development and service enhancements

With an excellent track record of dealing at the highest level with customers, you will most likely have a project management or service delivery background - within a Tech / Managed Service environment would be highly advantageous. It is the Service Delivery Manager’s responsibility to ensure that all SLAs and contractual obligations are fulfilled in their entirety for all managed service customers and/or projects

With skills that range from solid problem-solving to negotiation and the confidence to make commercial judgement calls when needed, you will be expected to be able to communicate your thoughts and proposals both internally and with our customers. Excellent communication skills (both written and verbal) are essential; as is the ability to successfully manage competing demands of the business and the customer. With the above in mind, it goes without saying that we are looking for a team player. Someone who is able to effectively juggle several tasks simultaneously and who is comfortable working in a demanding, high technology environment

Core Responsibilities

• Responsible for the engagement with our customers right from contract agreement through the delivery stages and finally to customer hand-over (and for the lifetime of said project)

• Positively manage the transition of services to new customers and similarly when new services are provided to existing customers

• Providing excellent customer service; ensuring that SLA’s are continuously met and exceeded where possible

• Ensure that the project teams understand the project delivery requirements in accordance with project management processes and policies. This includes motivating and leading the project teams, ensuring delivery within pre-defined time, cost and quality parameter

• Resolve any issues in a timely and professional manner. This includes reviewing open incidents and problems on a daily basis that affect customers; ensuring a resolution plan is in place to resolve these in an efficient manner and that the customer is updated regularly

• Build a strong understanding of customer’s businesses at both an operating and services level. This relates to understanding and identifying key information that would help customers get the most out of their solutions as well as identifying any additional opportunities to increase sales

• Manage the relationship and performance of third party suppliers and resources when needed

• Ensure service processes, procedures and accompanying documentation is completed and followed across various teams. This includes regular review and updates to the documents when needed

• Provide monthly service review reports covering SLA adherence as well as any challenges, learnings and suggestions for improvement

• Alongside the FD, you will provide the relevant figures and calculations for monthly billing processes as well as review completed billing schedules to ensure the customer is correctly invoiced for services

• Work alongside other company departments to ensure customers receive consistently excellent service

• Developer and maintain excellent client relationships both internally and externally

Though not under your management you will be accountable for managing the performance of the service desk team, ensuring the quality and output are in line with SLAs

Knowledge, Skills and Personal Qualities

• Strong background in service delivery, project and resolution management across business cultures, ideally within a Tech or Managed Service environment

• Good general knowledge of IT infrastructure. This means that you will have demonstrable technical knowledge and understanding, with an ability to translate technical requirements and specifications into easily understood business concepts and vice versa

• Understanding of the sales environment is vital

• Ability to present to and engage with customers, including high level board and senior leadership

• Professional, highly productive and efficient. You are well able to work well under pressure, often to tight deadlines. You are able to effectively manage multiple tasks and teams with conflicting priorities to deliver against the project SLAs

• The ability to make sound judgements in performing work tasks. Excellent understanding of the importance of business processes and compliance

• Originates, implements and executes new ideas; takes initiative

• Establishes and maintain constructive working relationships; team player

• Exceptional ability to communicate both in writing and verbally. You are able to communicate precisely, effectively and with authority to both individuals and groups

• The proven ability to write succinct reports on adherence to SLAs, learnings and improvements for the way forward

• Experience of managing suppliers and resources as outsourced contracts when needed

• Strong understanding of drafting, implementing and adhering to budgets

Required skills

  • Management Experience
  • Project Management
  • Service Delivery
  • Technical Services

Reference: 34702121

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