Service Delivery Manager

Ascom; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company in the UK is seeking a Service Delivery Manager responsible for ensuring customer satisfaction and managing escalations. This role requires strong experience in customer support and excellent communication skills. The ideal candidate will provide leadership in customer service operations and work closely with cross-functional teams to align business objectives with customer needs. Flexibility for after-hours support is necessary.

Qualifications

• 5 years applicable industry experience in support or delivery roles.
• Experience in managing and performing to contractual Service Level Agreements.
• Strong customer service skills in a customer-facing role.

Responsibilities

• Develop and implement strategies to gather and respond to client feedback.
• Manage escalations to solve customer issues sustainably.
• Proactively identify trends and analyse existing gaps in services.

Skills

Customer focus

Technical expertise in networking technology

Conflict resolution

Interpersonal skills

Tools

ServiceNow

ITIL

Project Management tools

Job description

Objective and Purpose

The Service Delivery Manager is the regional single point of contact for customers and ensures that Ascom activities are in line with our strategic focus of customer experience.

He / she ensures that client perspectives are understood and addressed by business leaders resulting in improved delivery of products and services. The Service Delivery Manager is responsible for escalations with the Ascom customer. He / she acts as a facilitator to manage issues and move towards resolutions. This includes the overall responsibility for the overall management of problematic customer issues identifying systemic and underlying problems and reporting to internal and external executives.

The role is part of the customer service team (that reacts to customer issues) as well as the customer experience function (proactively improving customer service processes). The Service Delivery Manager may also mentor or manage a small team.

The job holder reports to : Customer Care Manager

Key Tasks and Responsibilities

• Develop evaluate and implement strategies to gather and respond to client feedback
• Work with cross-functional teams to align customer interests with business objectives
• Identify opportunities to improve service delivery
• Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and Ascom and simplifying processes
• Manage escalations to solve customer issues in a sustainable way by managing cross-functional groups
• Create action plans for escalation issues and identify specific owners of actions to be taken to ensure clear responsibilities and timelines
• Leverage strong relationships with Engineering Operations to effectively drive resolution of escalated bugs and technical issues
• Represent Ascom as a spokesperson towards the customer
• Develop and deliver lessons learned across the global Ascom network related to products service quality business processes tools policies etc.
• Proactively identify trends analyse existing gaps in processes products and services to improve the quality delivered across different entities
• Be available after working hours on weekends and during holidays to manage escalation cases
• Visit customer sites on regular basis

Qualifications and Work Experience

• 5 years applicable industry experience in support or delivery roles
• Experienced in a software technical support environment
• Experienced in managing & performing to contractual Service Level Agreements
• Strong customer service skills - experience in a customer facing role
• Ability to manage and negotiate at all levels including internal and external executive levels
• Excellent written and verbal communications listening & negotiation skills

Skills and Competencies

• Strong customer focus and service skills and deep understanding of customers business; ability to manage relationships and escalations with customers
• Technical expert in the use of networking technology
• Ability to engage others provide a sense of urgency and follow-through on commitments
• Excellent in assertive communication and conflict resolution
• Strong ability to deal with sensitive information and appropriately communicate with customers
• High ability to influence others and facilitate difficult discussions
• Strong interpersonal and relationship skills highly skilled in coaching and providing feedback

Key Skills

• IT Experience
• Data Center Experience
• Problem Management
• Network Management
• Management Experience
• Solaris
• Customer Support
• ServiceNow
• IT Service Management
• ITIL
• Project Management
• Operating Systems

Employment Type

Full Time

Experience

years

Vacancy

1