Service Delivery Manager

OneAdvanced; Birmingham; On-site; GBP 40,000 - 65,000; Full time

Job summary

OneAdvanced seeks a Service Delivery Manager focused on relationship management and service improvement. The ideal candidate will enhance customer satisfaction by overseeing contractual obligations and managing service levels. Opportunities for professional development and performance bonuses are offered, enhancing personal and financial wellbeing.

Benefits

26 days annual leave plus public holidays

Performance bonus scheme

Employee Assistance Programme 24/7 support

Pension scheme with matched contributions

Volunteering leave scheme

Qualifications

• Strong customer-facing background, preferably in healthcare.
• Experience with Adastra or similar products.
• Expert knowledge of ITIL standards.

Responsibilities

• Act as the primary service management contact for the customer.
• Ensure engagement aligns with customer contracted services.
• Manage and oversee Service Levels per Service Level Agreement.

Skills

Customer-focused

Relationship management

Commercial acumen

Analytical skills

Tools

Adastra

Job description

Role Introduction

The Service Delivery Manager (SDM) is responsible for building and maintaining strong customer relationships and improving services to maintain customer satisfaction and retention. The SDM is responsible for several key functions, focusing on ensuring that all requirements of the contractual service obligations are met throughout the lifecycle of the management contract.

What You Will Do

• Act as the primary service management contact for the customer,
• Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations,
• Gather customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified,
• Undertake the management and oversight of the Service Levels in accordance with Service Level Agreement,
• Co-ordination and execution of monthly, quarterly, and annual Service Review Meetings, face to face and remotely, in accordance with the provisions of Service Level Agreement and Service Schedule,
• Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business,

What You Will Have

• The ideal candidate should have a strong customer-focused background, preferably with previous customer-facing experience within healthcare
• Experience working with software like Adastra, or similar products
• Expert knowledge of ITIL standards
• Ability to travel to and from customer sites, and other offices used for external and internal meetings
• Excellent business and relationship management skills
• Commercially astute, with excellent customer facing/customer service skills
• Demonstrate understanding of common customer service tools and processes
• Able to work on own initiative, making effective decisions and collaborate within a team dynamic

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme– Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme– Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent– Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of workand, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here