Service Delivery Manager

Comcast; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in media and technology seeks a Service Delivery Manager in London. The role involves managing customer service delivery, ensuring satisfaction, and coordinating across teams to resolve issues. Ideal candidates have a background in broadcasting and project management.

Benefits

Best-in-class Benefits

Commission for Sales Positions

Bonus for Non-Sales Positions

Qualifications

• 5-7 years relevant experience required.
• Experience with ITIL service management processes.
• Background in Broadcasting is essential.

Responsibilities

• Manage customer expectations and service delivery.
• Coordinate with internal teams for issue resolution.
• Promote a customer-centric culture within the organization.

Skills

Project Management

Customer Satisfaction

Communication

Organizational Skills

Education

Bachelor's Degree

Job description

Join to apply for the Service Delivery Manager role at Comcast

Join to apply for the Service Delivery Manager role at Comcast

Get AI-powered advice on this job and more exclusive features.

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 timely resolution to trouble tickets and manage 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 develop 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-functional groups from Development to Operations, Professional Services to Sales
• Manage and streamline cross-team processes
• On-boarding of new customers and ensuring smooth hand-overs from Professional Services to Operations, Support and customers
  
  

Qualifications

• Ideally educated to university degree level or having appropriate industry experience
• Background in Broadcasting is essential
• Experience with change control and ITIL service management processes
• Experience with high availability systems, Software as a Service, Cloud technology and related SLAs
• Understanding of Web Services technologies, including SOAP, REST and related 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
  
  

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.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.

Relevant Work Experience

5-7 Years

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting, Technology, Information and Internet, and Telecommunications

Referrals increase your chances of interviewing at Comcast by 2x

Sign in to set job alerts for “Service Project Manager” roles.

London, England, United Kingdom 2 days ago

London, England, United Kingdom 2 months ago

Project Manager/Business Analyst (Financial Services)

Enfield, England, United Kingdom 2 weeks ago

Associate Director / Director of Project Management – London.

City Of London, England, United Kingdom £65,000.00-£80,000.00 2 weeks ago

BTO Data Program Delivery Senior Manager

Slough, England, United Kingdom 3 days ago

Senior Project Manager: Syndication Content Engagement Manager

Brentford, England, United Kingdom 3 days ago

Technical Project Manager- Bank- City of London

London, England, United Kingdom 1 day ago

London, England, United Kingdom 1 week ago

Technical Project Manager - Live Event Production

London, England, United Kingdom 1 week ago

Greater London, England, United Kingdom 6 days ago

Senior Project Manager | Client Services | London (Hybrid)

London, England, United Kingdom 1 day ago

Senior Project Manager - Insurance, Applications, Integration

Workday Technical Project Manager (Finance)

London, England, United Kingdom 1 month ago

Slough, England, United Kingdom 1 month ago

Manager/Senior Manager - ERP Technical Project Manager - Digital Acceleration

London, England, United Kingdom 3 months ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 4 weeks ago

London, England, United Kingdom 1 week ago

Band 8B-Senior Project Manager Royal Free London NHS Foundation Trust

London, England, United Kingdom 2 weeks ago

City Of London, England, United Kingdom 6 days ago

Deputy Service Delivery Manager Barts Health NHS Trust

London, England, United Kingdom 1 week ago

Senior Manager, Delivery Operations - FTC

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 month ago

Project Manager - Financial Services / Life & Pensions

London, England, United Kingdom 1 day ago

Senior ESG & HR Project Manager, Business Operations, Remote

London, England, United Kingdom 1 week ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 1 week ago

Slough, England, United Kingdom 1 week ago

Talent Acquisition Operations Tech Project Manager

London, England, United Kingdom 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.