Service Delivery Manager

Posted 2 February by CCR Recruitment & Selection

Service Delivery Manager

Essex

£45,000 - £50,000 Plus amazing bonus and benefits package

Role summary:

The Service Delivery Manager (SDM) ensures consistent delivery of the end-to-end operational service through the effective support, supervision and development of the team and assists with the management of the operation to ensure that the service is delivered to the client to the required quality standard, on time and within budget.

The SDM is also responsible for the governance, coordination and communication across all areas of their services, including change, incident management and problem resolution, continual service improvement, SLA management and customer satisfaction.

Role Competencies:

  • Responsible for coordinating the delivery of on-going services to the customer;
  • Operational management responsibility for multiple client accounts;
  • Successful service delivery - SLAs achieved to a high level of customer satisfaction;
  • Improve upon existing service levels in line with customer agreements;
  • Ensure application service availability, reliability and quality drive;
  • Efficient incident management and problem resolution through various support organisations;
  • Monitor overall performance of the service;
  • Build a personal relationships with clients, internal services and relevant client service providers;
  • Management of Team Managers and Quality professionals;
  • Create a customer centric environment;
  • Manage a multichannel service;
  • Monitor and implement customer satisfaction initiatives - CSAT;
  • Communication around issues and opportunities - getting things done, making things happen;
  • Collaboration with senior members of account management and growth;
  • Building and delivering service reporting;
  • Profit & Loss for the on-going service;
  • Responsibility for creating and managing operational service related documentation;
  • Responsible for transitioning into service;
  • Producing performance monitoring reports based on SLA’s;
  • Responsible for the personal development of team;

Key skills:

  • Excellent interpersonal and communication skills, an excellent relationship builder;
  • Strong negotiation and leadership skills;
  • Excellent investigative and problem solving abilities;
  • Able to engage partners (internal and external);
  • Focus on current and future deliverables;
  • Able to identify where to add value;
  • Manage revenue and commercial process;
  • Excellent collaboration, strategic planning and analytical skills;

Person specification:

  • Highly organised with attention to detail;
  • Process driven;
  • Ability to change course quickly, adapt to new challenges, and deal with competing priorities;
  • Ability to multi-task, prioritise assignments, and work independently;
  • Commercially aware, ability to identify future improvement and revenue opportunities;
  • Energy, flexibility and commitment are of the essence.

Technical Skills

  • Strong computer and technology skills;
  • Proficient in MS Word, Excel, PowerPoint and Outlook;
  • Knowledge of ACD (Automatic Call Distribution) phone systems
  • Knowledge of multi-channel communication solutions (email, social media, text, chat).

Previous Experience

  • Significant knowledge of end-to-end service delivery in a customer contact centre environment;
  • Demonstrable experience of customer service people management (30+ people);
  • Team leadership - must be able to manage, lead and motivate a team to achieve and exceed challenging targets;
  • Experience of Operational management and development of Team Managers;
  • Understanding of all the technologies included in the end-to-end service;
  • In-depth understanding of 24/7 service delivery culture and requirements;
  • Experience of communicating in written and oral forms, to a variety of audiences;
  • Experience of account/relationship management;
  • Project management experience preferred, including systems implementation;

Education

  • Bachelor's degree in Business, Communications or related field with strong emphasis in analysis preferred

Working hours

  • 40 hours per week - Mon-Sun
  • Must be flexible

Required skills

  • Call Centre
  • Contact Centre
  • Customer Service
  • Management
  • Service Delivery

Reference: 34136409

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