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Our Client is an established Information Technology group specialising in delivering bespoke network services to large organisations and other service providers in the UK and abroad. They are looking to recruit a Service Delivery Manager – Major Accounts
The function will be responsible for managing the “In Service” operational relationship for Our Client's Major account customers, ensuring a high quality service is delivered to our customers. Reporting to the Head of Service Delivery, the Service Delivery Manager is the primary interface between our Major customers and internal departments within Our Client.
Responsibilities and duties
Manage a portfolio of Major account customers taking overall ownership for the Service Management of the customer at an operational level, following delivery of service through the life cycle of the contract, ensuring a high quality service is delivered and overall customer satisfaction is maintained.
- Understand our customer's business and key deliverables
- Develop professional close working relationships
- Manage Service Level Agreements
- Manage Operational Level Agreements
- Manage Problem/Service Improvements
- Monitor, track and manage the process of change to customer networks
- Provide a high level of Service reporting
- Incident Reporting
- Manage and monitor the quality of service, customer confidence and satisfaction throughout the lifetime of the contract.
- Input into the development of Service Management systems and operating procedures
- Ensure effective communication within the department, keeping management informed and updated on progress, issues & status, escalating appropriately.
Qualifications, skills and experience
- Clean driving license
- Must be customer focussed / driven
- Good personal presentation
- Excellent organisational and problem solving skills
- 4yr minimum clear proven track record and experience of managing major customers in a Telecom/IT Service Management environment
- Experience of Remedy or a similar system
- Excellent working knowledge of Microsoft Office products including Excel, Word, etc.
- Experience and excellent knowledge of Service Level Management
- Self motivated to work and deliver independently, as well as part of a team
- Ability to work under pressure adapting a proactive approach but able to react appropriately when required
- Ability to prioritise and deliver workload
- ITIL foundation accreditation
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