Service Delivery Manager

Airbus; Newport; On-site; GBP 50,000 - 70,000; Full time

Job summary

Une entreprise de renommée propose un poste de Service Delivery Manager, responsable de la gestion des relations clients et de la supervision des niveaux de service. Le candidat idéal sera capable de travailler dans un environnement dynamique, en maintenant des normes élevées de service tout en gérant plusieurs projets. Diplômé d’un Bachelor et avec une solide expérience des Services de Soutien Gérés, vous devrez faire preuve de compétences exceptionnelles en communication et en gestion de la relation.

Qualifications

• Expérience en tant que Service Delivery Manager avec une connaissance de ITIL.
• Compétences en communication, influence et négociation.
• Expérience des Services de Soutien Gérés.

Responsibilities

• Agir en tant que contact principal pour les clients et point d'escalade.
• Produire des rapports mensuels, trimestriels et annuels pour usage interne et externe.
• Surveiller et gérer les niveaux de service (SLA et KPI).

Skills

Gestion de la relation

Compétences interpersonnelles

Communication

Résolution de problèmes

Education

Bachelor's degree ou expérience équivalente

Job description

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Overview of the role
The role of Service Delivery Manager (SDM) will encompass a wide range of tasks including but not limited to, providing a high level of service that meets all customer requirements and individual contractual obligations within budget constraints. The SDM will be responsible for leading a new client relationship while also building and maintaining internal stakeholder relationships.

Responsibilities
The Service Delivery Manager role would suit an individual who is able to adapt to a fast-paced environment while maintaining high standards to support our customers. The successful candidate will need to demonstrate good interpersonal and communication skills as they will have to work with a range of internal and external stakeholders.

The correct person will have/be required to:
* Act as a primary customer contact and point of escalation
* Produce monthly, quarterly and annual reports for internal and external use
* Oversee and manage Service Levels (SLAs & KPIs)
* Work across multiple projects with changing priorities
* Undertake financial responsibility for allocated contracts
* Management of Incident/Problem/Change Management Processes

Skillset & Experience
Essential Skills
* Experienced Service Delivery Manager with a knowledge of ITIL
* Bachelor's degree or equivalent experience
* Relationship management and interpersonal skills
* Communication, influencing and negotiating skills
* Experience of Managed Support Services
* Presentation and report writing skills
* Problem solving and decision making