Service Delivery Manager

Bell Integration; Coventry; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in Managed Services seeks a Service Delivery Manager to transform services for prestigious customers in Heathrow. You will manage delivery, ensure customer satisfaction, and implement improvements while working on-site and occasionally traveling to various Bell offices.

Qualifications

• 5+ years’ experience in service delivery/operations.
• Prior experience in a managed service provider preferred.
• Strong ITIL exposure with certification.

Responsibilities

• Design and implement service readiness processes.
• Manage client relationships ensuring SLAs and KPIs are achieved.
• Monitor service financial performance and manage budget.

Skills

Communication

Negotiation

Presentation

Facilitation

Client Relationship Management

Education

ITIL Certification

Job description

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We’re Hiring! A Service Delivery Manager to Transition, Operate and Transform services for our prestigious customers in Heathrow. You will be expected to work on customer site. There will also be occasional travel to Bell Offices in London, Wokingham, and Portsmouth.

About us

Working at Bell, in Manged Services, you will be part of a team of service management professionals who care about their customers, services and colleagues. We deliver Managed Services to several well-known organisations across the Financial Services, Telecommunications, and Public Services sectors. Working either direct with these organisations or in partnership with Global Managed Service Providers.

Responsibilities

Service Transition

The Service Delivery Manager may be asked to support new customers and/or service transition activities taking services into support and continuing to manage throughout its term. This will include the following activities:

• Design and implementation of the service in accordance with the Bell Service Readiness processes
• Act as the focal point of contact and working with all impacted departments to ensure support readiness
• Reporting progress to key stakeholders in a timely manner highlighting service and financial progress, dependencies, and risks
• Ensuring all commercials, support and financial documentation is in place for the continued successful deliver of the service in accordance with the agreed processes, policies, and artefacts

Service Delivery

• Managing the relationship with clients to ensure expectations are managed and exceeded, and SLA’s and KPI’s are achieved
• Accountability of the services delivered to the customer, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues
• Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
• Investigating, reporting, and resolving customer satisfaction issues
• Communication of all service-related matters to the customer and internally
• Creation of customer service reports and performing customer service reviews
• Ensure a catalogue of available services, service design and all standard service documentations, including customer facing documents, in accordance with Bell standard polices and processes are created and maintained
• Initiation and delivery of Continual Service Improvement plans to the customer, documenting and distributing plans showing vision, benefits, effort, and action
• Monitoring and reporting the services financial performance; management and accountability of the budget
• Establish a thorough understanding of the customers business, environment, staff, and strategies – identifying opportunities for further growth of service(s)
• Interfacing with the internal leadership team to ensure awareness of changing business needs, communicate regarding current performance of the service and routine reporting
• Identifying and managing any interdependencies between projects and service delivery and ensuring service introduction processes are followed
• Ensure compliance to Service Management processes and procedures
• Understanding and maintaining information related to the impact on the Customer’s business of any outages (such as upcoming critical periods or key events etc.)
• Receiving, reviewing, and agreeing the level of service delivered by vendors, including the management of penalties and rewards if part of the contract
• Receiving, processing, and identifying change requests from the client and internal parties
• Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services
• Ensure that operational methods, procedures, facilities, and tools are established, reviewed, and maintained
• Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services
• Support business change, ensuring that stakeholders understand available IT services, and promotes financial and commercial awareness to deliver value-for-money
• Working closely with the Sales team and the assigned Account Director / Manager; conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services
• Negotiate at senior level on technical or commercial issues, ensuring all parties understand and agree on meeting needs
• Monitor relationships including lessons learned and appropriate feedback, initiating improvement in services, products, and systems

Qualifications

• 5+ years’ experience within a service delivery /operations capacity
• Prior experience in working for a managed service provider is desired but not essential
• Strong ITIL exposure with accompanying certified accreditation
• Excellent communication, presentation, facilitation, and negotiation skills are required for this role
• A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services
• Demonstrated people management experience, leading, and motivating successful teams
• Strategic business planning with the ability to translate business requirements into individual, team, and departmental objectives
• Experience in developing and implementing effective processes
• Commercial experience of managing P&Ls with effective and profitable control
• Self-motivated and flexible and able to work well with multiple service deliverables
• Open to new ideas and adaptable to customer, team, and organisational requirements
• Ability to travel to customer site in Heathrow is essential
• Must be able to obtain SC if required

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Overview

We’re Hiring! A Service Delivery Manager to Transition, Operate and Transform services for our prestigious customers in Heathrow. You will be expected to work on customer site. There will also be occasional travel to Bell Offices in London, Wokingham, and Portsmouth.

About us

Working at Bell, in Manged Services, you will be part of a team of service management professionals who care about their customers, services and colleagues. We deliver Managed Services to several well-known organisations across the Financial Services, Telecommunications, and Public Services sectors. Working either direct with these organisations or in partnership with Global Managed Service Providers.

Responsibilities

Service Transition

The Service Delivery Manager may be asked to support new customers and/or service transition activities taking services into support and continuing to manage throughout its term. This will include the following activities:

Design and implementation of the service in accordance with the Bell Service Readiness processes

Act as the focal point of contact and working with all impacted departments to ensure support readiness

Reporting progress to key stakeholders in a timely manner highlighting service and financial progress, dependencies, and risks

Ensuring all commercials, support and financial documentation is in place for the continued successful deliver of the service in accordance with the agreed processes, policies, and artefacts

Service Delivery

Managing the relationship with clients to ensure expectations are managed and exceeded, and SLA’s and KPI’s are achieved

Accountability of the services delivered to the customer, ensuring quality and client satisfaction, and acting as the single point of escalation for all service-related issues

Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented

Investigating, reporting, and resolving customer satisfaction issues

Communication of all service-related matters to the customer and internally

Creation of customer service reports and performing customer service reviews

Ensure a catalogue of available services, service design and all standard service documentations, including customer facing documents, in accordance with Bell standard polices and processes are created and maintained

Initiation and delivery of Continual Service Improvement plans to the customer, documenting and distributing plans showing vision, benefits, effort, and action

Monitoring and reporting the services financial performance; management and accountability of the budget

Establish a thorough understanding of the customers business, environment, staff, and strategies – identifying opportunities for further growth of service(s)

Interfacing with the internal leadership team to ensure awareness of changing business needs, communicate regarding current performance of the service and routine reporting

Identifying and managing any interdependencies between projects and service delivery and ensuring service introduction processes are followed

Ensure compliance to Service Management processes and procedures

Understanding and maintaining information related to the impact on the Customer’s business of any outages (such as upcoming critical periods or key events etc.)

Receiving, reviewing, and agreeing the level of service delivered by vendors, including the management of penalties and rewards if part of the contract

Receiving, processing, and identifying change requests from the client and internal parties

Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services

Ensure that operational methods, procedures, facilities, and tools are established, reviewed, and maintained

Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services

Support business change, ensuring that stakeholders understand available IT services, and promotes financial and commercial awareness to deliver value-for-money

Working closely with the Sales team and the assigned Account Director / Manager; conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services

Negotiate at senior level on technical or commercial issues, ensuring all parties understand and agree on meeting needs

Monitor relationships including lessons learned and appropriate feedback, initiating improvement in services, products, and systems

Qualifications

5+ years’ experience within a service delivery /operations capacity

Prior experience in working for a managed service provider is desired but not essential

Strong ITIL exposure with accompanying certified accreditation

Excellent communication, presentation, facilitation, and negotiation skills are required for this role

A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services

Demonstrated people management experience, leading, and motivating successful teams

Strategic business planning with the ability to translate business requirements into individual, team, and departmental objectives

Experience in developing and implementing effective processes

Commercial experience of managing P&Ls with effective and profitable control

Self-motivated and flexible and able to work well with multiple service deliverables

Open to new ideas and adaptable to customer, team, and organisational requirements

Ability to travel to customer site in Heathrow is essential

Must be able to obtain SC if required

Options

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