Service Delivery Manager - Technical

Posted 5 days ago by Proact IT UK

Statement of Job Purpose

  • To provide support and development of the relationship between Proact UK and its customers, within a portfolio, throughout the lifecycle of any project delivery and managed service contracts.
  • To be technically responsible for the design and operation of live services of aligned managed service customers.
  • To develop and upsell additional managed service offerings to existing managed service customers within the aligned portfolio.
  • To ensure that all SLAs and contractual obligations are fulfilled in their entirety for aligned managed service customers.
  • To contribute positively to the achievement of Proact’s overall values and objectives

Main Duties and Responsibilities

  • To be responsible for the delivery of the managed services contracts during start up, through service commencement, and for the lifetime of the contracts.
  • To own the relationship with and be the named primary contact for managed service customers in the aligned portfolio. To generate a relationship and trust with a customer that demonstrates you understand the service that should be delivered.To represent your customers within Proact UK; to drive change, service improvement and to manage risk to ensure a successful deliver of service within SLA.
  • To contribute to the up-sell of additional services to the customer
  • To own and be responsible for the agreed technical and service design in relation to the contracted services
  • To work alongside the allocated project manager, transition manager and technical implementation resources in the transition into production of the contracted services
  • To ensure conformance of service to the customer contract (reviewed on a monthly basis)
  • To input to technical design of new and changed services
  • To perform Quality Assurance review of all technical changes to the infrastructure that supports the contracted services
  • To provide regular service review reports covering SLA adherence and technical reporting
  • To host service design workshops and service review meetings
  • To create and regularly review service documentation including, but not limited to, the Service Operations Manual, Change Templates, Service Improvement Plans and Disaster Recovery (DR) documentation
  • To schedule and execute DR tests and Data Restore tests in line with the customer contract
  • To design and deploy a suitable monitoring framework for contracted service
  • To be the named contact for each customer in the aligned portfolio
  • To provide Capacity and Performance planning to both the customer and internal capacity planning processes
  • To input to incident resolution, problem investigation and change planning / review for aligned customers
  • To attend regular Change Advisory Board meetings, and other operational meetings as required by the Head of Service Delivery
  • To ensure regular operational checks and activities are scheduled and completed
  • To provide data and calculations for monthly billing processes, and to review completed billing schedules to ensure the customer is correctly billed for services
  • To review open incidents and problems on a weekly basis that effect customers, and ensure a resolution plan is in place to resolve these in an efficient manner
  • To work with customers to evolve and deliver new services to ensure the environments are supported and bring new business into the organisation
  • To contribute to the work of the Continual Service Improvement of managed services for customers
  • To take part in cross departmental working teams as required to meet organisational objectives
  • Common Requirements for all Posts
  • To work within the framework of Proact’s policies and procedures, ensuring that your work furthers the core values and objectives
  • To undertake Health and Safety duties and responsibilities appropriate to the post, at all times having regard to your own and others' health and safety
  • To provide excellent customer and client care in dealings with staff, clients and members of the public
  • To contribute to the development of a professional working environment within Proact
  • To have a commitment to your own development and a willingness to undertake relevant training opportunities
  • To have a flexible approach to work in order to meet deadlines
  • To perform any other reasonable duties in consultation with your line manager
  • From time to time you may be required to undertake some cross site working This job description is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances.

Job Type: Permanent

Reference: 33659952

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