Service Delivery Manager

KPMG International Cooperative; Bristol; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading consulting firm in the United Kingdom is seeking an experienced Service Delivery Manager to oversee customer service contracts and ensure effective service delivery. The ideal candidate will have over 5 years of experience in IT Support/Managed Services, strong communication skills, and a background in Microsoft Technology. This role requires a focus on customer satisfaction and team management.

Qualifications

• Minimum of 5 years' service delivery management experience in IT Support/Managed Services.
• Strong customer focus and ability to operate at senior levels.
• Experience in Microsoft Technology.

Responsibilities

• Provide end to end ownership of customer service contracts.
• Coordinate between nearshore and offshore teams.
• Manage service improvement plans with customers.

Skills

Customer service management

Problem-solving

Communication skills

Planning and process driven

Microsoft Technology

Commercial acumen

Team leadership

Time management

Education

ITIL certification

Job description

Responsibilities

• Provide end to end ownership of customer service contracts
• Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
• Coordinate effort and liaise between nearshore and offshore teams
• Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
• Ensure effective management and process controls are in place, and escalation is effective where necessary
• Act as a point of contact and escalation for contracted end customers
• Build services relationships with customers
• Track performance of services and prepare reporting on SLAs & KPIs
• Produce regular management reports for customers and attend review meetings
• Provide analysis, feedback and actions based on trends, root cause analysis and other reports
• Manage service improvement plans, inclusive of formalized creation and ownership with end customers
• Take an active involvement in recruitment and team retention
• Participate in offering improvements and creation

Qualifications

• Minimum of 5 years' service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft Technology
• Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
• Demonstrable problem-solving skills
• Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
• Organised and delivery focused, strong planning skills and process driven
• Superior time-management skills along with strong sense of urgency
• People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
• Able to work independently with minimal direction
• Experience in Microsoft Technology
• ITIL certified