Senior Service Delivery Manager

Overview

nscglobal is currently looking for a Senior Service Delivery Manager to join our growing company.

nscglobal provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with corporate headquarters in London. Please review our website at www.nscglobal.com for more information on our organization.

This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationships through open and honest communication. The candidate must provide comprehensive status reporting to the customer and NSC Global leadership team, ensure delivery teams meet or exceed all Service Level Agreements, and develop and monitor performance objectives for all direct employees. A strong understanding of financial forecasting and collaboration with the finance group to ensure revenue and profit targets are met is essential. The role also includes completing billing responsibilities in a timely manner and leading collective activities as necessary.

Responsibilities

• Orchestrate end-to-end services for the involved accounts and parties (top of stack).
• Manage the P&L of the account.
• Manage cooperation between programs to ensure usage of standard methods and tools wherever applicable.
• Ensure that account specific processes are applied at all relevant scopes.
• Evaluate and manage service requests.
• Drive completion of service acceptance, technical assurance, and handover processes; act as the SPOC in case of escalations & major incidents.
• Act as the next level of escalation for program specific technical teams for all service management processes.
• Ensure that the Root Cause Analysis for program specific services is performed.
• Raise problem records whenever identified.
• Raise requests for changes, assess, prepare, and present the change in the CAB to get the approval.
• Ensure CAP planning of the account in the tower on the component level and provision to Manager.
• Drive service growth within the account.
• Foster business relationships with customers.

Qualifications

• 5 - 7 years of equivalent working experience/certifications.
• Budget or project and financial accountability experience.
• Experience in handling multiple projects and managing current services.
• ITIL Foundations or ISO certification, completed Project Management with working experience or similar courses.
• CRM Experience.
• Experience in preparing and leading customer meetings, regional or global.
• Experience in discussions at the C-Level.
• Internal and external escalation management.
• Familiarity with skill assessment as required by account, identifying skill improvements for individuals and teams.
• Act as the single interface to all delivery programs under remit.
• Knowledge of Scrum, Lean, Six-Sigma, TQM principles.
• Experience in implementing relevant policies and standards, including compliance against security policies.
• University degree in IT systems/Business/Management is a plus.