Role Summary
The Service Delivery Manager has responsibility for Service operation, followed by the day-to-day management and delivery of contracted services to the client account. This involves working with internal and client stakeholders to ensure all services are set up and delivered to contractual Service Level Agreements (SLA’s in line with the customer requirements, and to act as the single point of contact for all service delivery escalations.
Duties & Responsibilities
- ITIL/SIAM Service set up and transition to service operation.
- Responsible for ensuring end to end services provided to our Customer are functioning and meet contracted service levels and quality standards
- Will manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy
- Line manage a number of staff covering functions such as catalogue orders, asset management, problem and change management
- Ensure that the wider contract delivery team has appropriate tools and processes in place to facilitate efficient operations.
- Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews
- Working across the organisation to document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans
- Be an escalation point for Service teams and the Customer ensuring correct outcomes are achieved and in line with contracted services
- Responsible for providing excellent communication to your Customer and internal to Service teams
- Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels
- Will understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams
- Contribute to the development and ongoing management of the Customer Account Plan providing Service information and contract deliverables.
- Using strong Customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing
- Management of risk to a point of acceptance or mitigation
- They will understand and ensure adherence to corporate policy, processes, procedures and guidelines
- Minimise Service Credit liabilities through the use of Service Improvement or Risk Management
- Seek to convert clients to Reference Status (where appropriate)
Functional & Technical Skills
- Proven Client Services Management background
- Detailed understanding of ITIL above foundation level (v3 or later preferred)
- Understanding of SIAM
- Knowledge of the various technologies used to deliver services
- Excellent communication skills at Customer and Technical levels
- Experience in working for an outsourcing organisation
- Ability to listen, influence and make decision
- Develop and deliver Service Improvement Plans
- Public sector knowledge specifically around the UK Police Forces
Supplementary:
- Need to be located for easy commute to London
- Met Police Security Clearance is required for this role, if a candidate does not already hold such clearance this must be achieved before they can commence in this role
Employees of NECSWS are entitled to the following Company funded benefits:
- Single Private Medical Cover (with the option to select family cover at an additional cost)
- 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days
- 4 x basic salary life assurance cover
- A Group Pension Plan with fantastic employer contributions
- A selection of tax efficient flexible benefits to suit your individual needs
- The role offers a competitive salary.
OTHER INFORMATION
Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NECSWS is an equal opportunities employer, welcoming applications from all communities.