Service Delivery Manager

Our Client are a fast growing global technology business looking to add a Service Delivery Manager to their fantastic team in Thame.

Do you have management experience in a Sales Support or Customer Service role? Then this role in Thame could be perfect for you!

Responsibilities

• Day-to-day management of the Service Delivery team – be initial point for escalation of complaint or uncertainty, work allocation management, define responsibilities, personal development opportunities and ensure good wellbeing in the team.
• Deliver Reporting and Analysis of the business’ Performance. Producing Monthly Departmental Reports and subsequent analysis measuring actual service performance against the agreed SLAs / KPI internally and to customers.
• Work closely with the Project Manager and Technical Manager to ensure we carry out the successful onboarding / offboarding of services for our customers.
• Support the Project Manager and Technical Manager with accurate preparation of service scope of works to ensure offering to the customer is deliverable and measurable.
• Support the Project Manager and the Technical Manager in the commercial preparation of SOW and commercials for service requirements Attend & Document Customer Service Reviews at the agreed intervals and where appropriate co-ordinate associated actions.
• Creation, maintenance and implementation of Service Improvement Plans that detail both proactive as well as reactive actions.
• Fully understand each Support Agreement for our customers and ensure that contractual obligations and deliverables are continually met.
• Be accountable for the accurate billing of all the services detailed in the Support Agreement and confirm that the customer fully understands the invoicing
• Understand, log and resolve customer complaints in a positive, timely and effective manner
• Create, review and provide individual work instructions and process flows for each department within our CAP Management System.
• Maintain accurate records following customer communication through the use of IT and company systems.
• Resolve high level administrative queries through the appropriate use of internal company resources.
• Support the team with customer and sales enquiries regarding orders or quotation enquiries.
• Identify areas for improvement and implement solutions, with a particular focus on reducing cost and risk to the business and improving efficiency, accuracy and commercial contribution.
• Represent the Service Delivery Team at Management team meetings and provide monthly management reports for review.

Essential skills

• Management experience in a Sales Support or Customer Service role
• Process driven with a keen eye for detail
• Computer literacy – good understanding of Microsoft Office365 and CRM systems
• Clear professional communication and presentation skills
• Strong organisation and delivery skills
• Able to communicate and liaise with customers at all levels
• Strong commercial awareness
• Can implement business decisions with energy and commitment; proactive and supportive

Nice to Have

• Experience working in B2B Sales/Marketing within the IT sector
• Experience using Access Dimensions or Super Office (or similar systems)
• Project/Contract Management Knowledge
• Previous experience of IOS 9001 2015 Management System

Company Benefits

• Company Pension Scheme
• 25 days holiday (plus bank holidays), additional holiday for long service, up to a maximum of 28 days in line with company policy (pro rata for part time hours)
• Life Assurance
• Additional Lifestyle Benefits
• Free parking