Service Delivery Manager
- ESP Global Services Ltd
- Reading, Berkshire
- 04/11/2021
Full time
Information Technology
Telecommunications
IT Support
Job Description
Service Delivery Manager, Reading
ESP Global Services are currently recruiting a Service Delivery Manager to join our team based in the Reading head office.
ESP Global Services are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. As the Service Delivery Manager, you will provide overall ownership of the customer account taking responsibility for all relationship, commercial, sales and operational elements.
We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.
A snapshot of what you will be doing:
* Work closely with the Head of Service Delivery in defining the strategy and account plans
* Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA's and KPI's as defined in the relevant contracts are met or exceeded
* Improve customer satisfaction to meet or exceed ESP customer satisfaction targets.
* Continually evaluate the service and service provision and make improvements
* Promote the organisation's capabilities to the client, identify sales opportunities and then work with the bid team to execute these opportunities
* Conduct regular customer reviews to ensure that all operational deliverables are being achieved and client satisfaction is maintained.
* Collaborate with the Account Manager to achieve annual revenue and margin targets
* Facilitate the growth of the nominated contracts by exploiting incremental revenue or cost saving opportunities
* Identify opportunities and work with the Account Manager and bid team to execute these opportunities
* Control and manage the operating budget for each customer contract within area of responsibility
* Collaborate with the various teams to ensure that their performance is aligned to what is required to deliver the services
* Act as a role model and coach teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction
* Manage the business take on process to ensure that all future business reflects the quality and cost efficiencies required from ESP for operational excellence
What are we looking for?
Demonstrable experience in the IT field and / or project service industry for the role holder to perform fully and effectively in the job with a thorough understanding of the following functions:
* Bid Management
* Customer Account Management
* Operational Management
* Service Management
* Project Management
* ITIL professional qualification in Service Management
* Proven working experience in matrix managed organisations
* Excellent English, verbal and written
* Strong presentation skills
* Line management experience
* Interpersonal skills
* Influencing and negotiation skills & excellent relationship builder.
This role will be working Monday - Friday 9am-5:30pm
ESP offers a competitive salary + pension + life assurance + access to ongoing training and career development.
Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
ESP Global Services are currently recruiting a Service Delivery Manager to join our team based in the Reading head office.
ESP Global Services are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. As the Service Delivery Manager, you will provide overall ownership of the customer account taking responsibility for all relationship, commercial, sales and operational elements.
We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.
A snapshot of what you will be doing:
* Work closely with the Head of Service Delivery in defining the strategy and account plans
* Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA's and KPI's as defined in the relevant contracts are met or exceeded
* Improve customer satisfaction to meet or exceed ESP customer satisfaction targets.
* Continually evaluate the service and service provision and make improvements
* Promote the organisation's capabilities to the client, identify sales opportunities and then work with the bid team to execute these opportunities
* Conduct regular customer reviews to ensure that all operational deliverables are being achieved and client satisfaction is maintained.
* Collaborate with the Account Manager to achieve annual revenue and margin targets
* Facilitate the growth of the nominated contracts by exploiting incremental revenue or cost saving opportunities
* Identify opportunities and work with the Account Manager and bid team to execute these opportunities
* Control and manage the operating budget for each customer contract within area of responsibility
* Collaborate with the various teams to ensure that their performance is aligned to what is required to deliver the services
* Act as a role model and coach teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction
* Manage the business take on process to ensure that all future business reflects the quality and cost efficiencies required from ESP for operational excellence
What are we looking for?
Demonstrable experience in the IT field and / or project service industry for the role holder to perform fully and effectively in the job with a thorough understanding of the following functions:
* Bid Management
* Customer Account Management
* Operational Management
* Service Management
* Project Management
* ITIL professional qualification in Service Management
* Proven working experience in matrix managed organisations
* Excellent English, verbal and written
* Strong presentation skills
* Line management experience
* Interpersonal skills
* Influencing and negotiation skills & excellent relationship builder.
This role will be working Monday - Friday 9am-5:30pm
ESP offers a competitive salary + pension + life assurance + access to ongoing training and career development.
Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
About ESP Global Services Ltd