Overview

We are seeking a skilled individual with experience and expertise in service delivery and a broad appreciation of the technology our customers utilise to join our team in London. In this role, the Service Delivery Manager will work to manage the customers overall operational expectation and requirements. This will entail working with cross-functional groups from development to operations and consulting services to sales to ensure work is prioritised and managed, and to ensure and lead full communication with the customer. The Service Delivery Manager will not only help train and mentor within the company, but will also assist in accomplishing organisational goals. This individual is expected to have a firm grasp on customer satisfaction, project management concepts, service-level management and escalation processes and procedures.Responsibilities

Establish and lead customers overall service delivery and requirements, setting and managing customer expectationsWork with operational teams to ensure timely resolution to trouble tickets and manage day-to-day client interactionFollowing incidents, manage the communication and coordination with the Development and Operation teams as necessary to come to a quick resolution, and follow up with RCA investigationsIdentify and work with internal teams and customer on proactive service improvement initiativesInterface with Operations Management to improve network health and performance, application support and internal development projects.Help to develop and drive a customer centric culture that puts the customer at the heart of the business, through acting as a customer advocateBuild a knowledge base of each client''s business, organization and objectivesPromote and develop best-practice within the organization and in regard to the Service Delivery functionContinually seek opportunities to increase customer satisfaction and deepen client relationshipIdentify, manage and work with customer and internal teams on all operational risks, issues and resolutionsContinuously review operational processes and updated as necessary to ensure continuing maturity of service deliveryAct as key communication contact and internal/external point of escalation for operational issuesImplement customer facing weekly, monthly and quarterly operational reviewsReview and manage SLA and RCA reporting, setting KPI''s where required, allowing for trend analysisWorking with cross-functional groups from Development to Operations, Professional Services to SalesManage and streamline cross-team processesOn-boarding of new customers and ensuring smooth handovers from Professional Services to Operations, Support and customersQualifications

Ideally educated to university degree level or having appropriate industry experienceBackground in Digital/New mediaExperience with change control and ITIL service management processesExperience with high availability systems, Software as a Service, Cloud technology and related SLAsUnderstanding of Web Services technologies, including SOAP, REST and related standards would be an advantageConsulting industry experience and project management exposure would be an advantageStrong oral and written communication skills requiredMust be able to communicate well with senior staff and client stakeholdersStrong organizational and time management skillsKeen attention to detailRelevant industry recognised certification an advantage (e.g. ITIL, Six Sigma)The role will be based in our London office, but some travel may be involvedBachelor''s Degree

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