Service Delivery Manager

Recruit 121 are pleased to be recutiing for a key client based in Cardiff. My client is a fast growing telecoms company looking for a Service Delivery Manager to join their ever growing team!

As an experienced Senior Service Delivery Manager within the Operations Team, you will be responsible for managing the day-to-day relationship with one of our key channel partners to ensure a high level of service is consistently delivered, working with the wider support and operations teams. This role is intended increase the satisfaction of the channel partner, and the channel partners customers, through your expertise and drive for continuous improvement.

As a Service Delivery Manager your responsibiltiies are

• Develop and manage the Service Level Agreements inline with the current service line aspirations
• Develop and maintain close working relationships with the channel representatives both operationally and with the senior contacts
• Oversee day-to-day operations to ensure contractual commitments are met
• Contribute to the planning of the overall client relationship strategy, concentrating on cost reduction and service improvement

• SLA Implementation/Performance reporting

  • produce management reports for the channel partner and internal management, and lead service review meetings
  • provide detailed analysis, feedback and actions based on trends, root cause analysis and other reports
  • Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes
  • Ensure effective, timely and accurate communications
  • Work closely with the VP or Sales, Operations management team, and wider technical resources.
  • Manage service risks and issue, assign responsibilities to owners and driving through to completion

Personal Spec

This role would be ideal for an ambitious and experienced Service Delivery manager, within a channel focused technology services provider, who is seeking a new and exciting challenge.

• Demonstrate pervious experience of working within a managed services organisation
• Proven experience managing the delivery of customer services to contractual obligations and service levels
• ITIL v3 certified in Service Design and Service Operations
• Exceptional communications skills - both written and verbal
• Proven experience governing service through regular cadence meetings whiles driving customer satisfaction
• Highly process orientated with experience challenging and developing new ways of working
• Calm but positive and response under pressure and demonstrates initiatives to all levels of the customer business

Excellent Salary and Benefits

37.5 hours per week (Monday - Friday)

• Pension Plans
• Work From Home
• Training & Development
• 25 days' annual leave plus bank holidays
• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week
• 2 annual training days to be used for any purpose
• Regular social events

This role is based oin Cardiff ideally but is flexibale to work from home also