Serivce Delivery Manager

Xfinity; London; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player seeks a skilled Service Delivery Manager to enhance customer satisfaction and streamline service processes. In this dynamic role, you will lead cross-functional teams to ensure timely resolution of client issues and foster a customer-centric culture. Your expertise in project management and ITIL service management will be crucial in driving operational excellence. This position offers the chance to work in a collaborative environment, contributing to innovative media and technology solutions that impact millions of users. If you are passionate about delivering exceptional service and thrive in a fast-paced setting, this opportunity is for you.

Qualifications

• Experience in service delivery and customer satisfaction management.
• Strong background in project management and ITIL processes.

Responsibilities

• Lead customer service delivery and manage expectations.
• Coordinate with internal teams for issue resolution and service improvements.

Skills

Service Delivery Management

Project Management

Customer Satisfaction

Change Control

ITIL Service Management

Communication Skills

Organizational Skills

Education

Bachelor's Degree

Relevant Industry Certifications (e.g., ITIL, Six Sigma)

Job description

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

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 be a have a firm grasp on customer satisfaction, project management concepts, service-level management and escalation processes and procedures.

Job Description

Comcast Technology Solutions' purpose is to be the most valued partner to those leading the future of media and technology. Leveraging the most complete portfolio of capabilities, unmatched expertise and Comcast's unrivalled infrastructure, we help customers thrive in a rapidly evolving multi-platform world by powering extraordinary experiences to every screen. If you share a passion for contributing your talents to empowered teams, possess an entrepreneurial spirit and are driven by imagination and possibilities, we want to develop and grow your career at Comcast Technology Solutions.

The new world of video delivery, at great scale, over the internet, brings with it a host of opportunities and challenges. As more major global broadcasters, operators and sports rights holders move to new business models, your role at Comcast Technology Solutions will aim to take the complexity out of their online video strategy and help companies realise maximum return on their content rights investments.

Core Responsibilities

• Establish and lead customers overall service delivery and requirements , setting and managing customer expectations

• Work with operational teams to ensure timel y resolution to trouble tickets and m anage day-to-day client interaction

• Following 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 investigations

• Identify and work with internal teams and customer on proactive service improvement initiatives

• Interface with Operations Management to improve network health and performance, application support and internal development projects.

• Help to d evelop and drive a customer centric culture that puts the customer at the heart of the business , through acting as a customer advocate

• Build a knowledge base of each client’s business, organization and objectives

• Promote and develop best-practice within the organization and in regard to the Service Delivery function

• Continually seek opportunities to increase customer satisfaction and deepen client relationship

• Identify , manage and work with customer and internal teams on all operational risks, issues and resolutions

• Continuously review operational processes and updated as necessary to ensure continuing maturity of service delivery

• Act as key communication contact and internal/external point of escalation for operational issues

• Implement customer facing weekly, monthly and quarterly operational reviews

• Review and manage SLA and RCA reporting, setting KPI’s where required , allowing for trend analysis

• Working with cross-functio nal groups from Development to O perations, P rofessional S ervices to S ales

• Manage and streamline cross-team processes

• On-boarding of new customers and ensuring smooth hand-overs from P rofessional S ervices to Operations, Support and c ustomers

Qualifications:

• Ideally educated to u niversity degree level or having appropriate industry experience

• Background in Digital/New media

• Experience with change control and ITIL service management process es

• Experience with high availability systems, Software as a Service, Cloud technology and related SLAs

• Understanding of Web Services technologies, including SOAP, REST and r elated standards would be an advantage

• Consulting industry experience and project management exposure would be an advantage

• Strong oral and written communication skills required

• Must be able to communicate well with senior staff and client stakeholders

• Strong organizational and time management skills

• Keen attention to detail

• Relevant industry recognised certification an advantage ( e.g. ITIL, Six Sigma)

• The role will be based in our London office, but some travel may be involved

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

5-7 Years Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.