ITAM - Service Delivery Manager

SoftwareONE Deutschland GmbH; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a driven Service Delivery Manager to lead service delivery for ITAM and Digital Supply Chain customers. This role emphasizes customer satisfaction and requires a proactive approach to managing client relationships and service quality. You will oversee service performance, address issues, and collaborate with cross-functional teams to enhance service delivery processes. Join a company that values creativity and work-life harmony, and contribute to the growth of a business committed to exceeding client expectations. This is a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

• Proven experience in service delivery and managing SLAs.
• Strong communication skills to simplify complex information.

Responsibilities

• Manage end-to-end service delivery while ensuring customer satisfaction.
• Track performance metrics and resolve service-related issues.

Skills

Client Relationship Management

Communication Skills

Leadership

Customer-Centric Mindset

Project Management

ITIL Expertise

Education

Experience in ITAM or Digital Supply Chain

Multiple years in client-facing roles

Job description

Why SoftwareOne?

Here at SoftwareOne, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box - and we can’t wait to hear your new ideas. Although all businesses say it, we truly believe in work-life harmony. Our people are our greatest asset, and we’ll go the extra mile to ensure you’re happy here. We want our people to be their true authentic selves at all times, because that’s when real creativity happens.

The role

We are looking for an experienced and driven Service Delivery Manager (SDM) to join our team, with a specific focus on supporting our ITAM & Digital Supply Chain customers. As an SDM, you will be a key player in ensuring the seamless end-to-end delivery of services while maintaining a sharp focus on customer satisfaction and service quality. You’ll work closely with cross-functional teams, track performance metrics, and proactively resolve issues to elevate service excellence.

In this role, you will be the main point of contact for clients, forging strong relationships and continuously refining service strategies to align with their evolving needs. Your expertise will directly contribute to the growth of the business, ensuring the delivery of high-quality services that exceed client expectations.

What You’ll Do:

• Customer Satisfaction (CSAT): Prioritize customer satisfaction and work to build long-lasting client partnerships by creating positive experiences.
• Service Delivery Oversight: Manage end-to-end service delivery, ensuring services meet quality standards, performance metrics, and contractual agreements.
• Client Relationship Management: Serve as the primary contact for clients, addressing concerns and fostering open, transparent communication.
• Performance Monitoring: Track and analyze service performance metrics to identify trends, areas for improvement, and implement proactive solutions to enhance service quality.
• Issue Resolution: Address operational or service-related issues promptly, investigate root causes, and ensure corrective actions are taken.
• Service Improvement: Continuously seek opportunities to optimize service delivery processes and resource allocation for improved efficiency.
• Strategic Planning: Collaborate with internal teams to implement service strategies aligned with client goals and organizational objectives.
• Risk Management: Identify potential service delivery risks and develop strategies to mitigate them, ensuring minimal disruption.
• Feedback Gathering: Regularly solicit feedback from clients and stakeholders to refine services and meet evolving client needs.
• Service Expansion: Explore opportunities to upsell or cross-sell additional services to clients based on their needs.
• Team Collaboration: Work closely with project managers, technical experts, and customer support to ensure seamless execution of services.
• Contract Management: Manage service level agreements (SLAs) and contractual agreements, ensuring compliance and making necessary adjustments.
• Reporting: Generate reports and dashboards to provide insights on service performance, challenges, and opportunities for improvement.
• Budget Management: Oversee the budget for service delivery activities, optimizing resource usage and identifying cost-saving opportunities.
• Continuous Learning: Stay current with industry trends, technological advancements, and best practices to continuously enhance service offerings.

What we need to see from you

• Relevant Experience: Multiple years of experience in client-facing roles, project or program management, or service industry positions. Experience working with ITAM or Digital Supply Chain solutions will be essential to this position.
• Communication Skills: Strong ability to communicate effectively with clients and internal teams, simplifying complex information into accessible language.
• Customer-Centric Mindset: A deep commitment to advocating for clients, gathering feedback, and constantly striving to enhance the customer experience.
• Leadership: Capable of motivating and leading teams, ensuring clear communication, effective task delegation, and a positive work environment.
• Expertise in ITIL: A solid understanding of ITIL principles and best practices, with hands-on experience in service delivery and managing SLAs.

Job Function

Software & Cloud

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [e-mail].

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs, and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.