Service Delivery Manager (Managed Services)

Service Delivery Manager - Managed Services - London - Infrastructure - Cloud - MSP - IT Reseller - Systems Integrator - IT Services - WFH with travel 2-3 days a week - Up to £65k Base + Bonus - London Based - Greater Manchester

Service Delivery Manager
London
WFH with 3 days on site
Up to £65,000 + bonus + benefits

Our client a leading managed service provider are actively recruiting for an experienced Service Delivery manager with MSP / IT reseller experience. You will be delivering and taking personal ownership of the operational relationship between 1 key client and the internal team, ensuring the delivered services meet with the customer's requirements and perform as expected.

Responsibilities

• Establishes client relationships with key points of contact and influencers
• Client's trusted point of contact for service concerns and initial point of escalation
• Responsible for understanding client health and escalating when appropriate to mitigate churn risk.
• Responsible for driving client specific service improvement.
• Ensure completeness of Client Handbook at the point of client onboarding
• Managing SLA adherence to avoid service credit risk.
• Aligning Service Management time on account to associated client revenue/value, and for triggering positive discussions to flex the Service Management support up/down based on client's changing needs (review recommended bi-annually)
• Awareness of service delivery in line with contractual entitlement, seeking support to close/align gaps
• Support client with in-life change requests
• Pass leads through to Sales and follow through

Experience

• Extensive experience in Service Management role, preferably within the Managed Service Provider industry
• Managing contractual performance of services within agreed SLA, and influencing action required to mitigate or remediate SLA breach
• Chairing Service Review meetings with clients, and preparation/interpretation of report inputs to the session.
• In-depth knowledge of Cloud and Infrastructure products and services

Skills

• Managing time to support 1 or 2 very large client accounts
• Excellent relationship management skills, building effective client and internal stakeholder relationships
• Articulate communicator and presenter
• Setting clear expectations and delivering on promises
• Diligence around identifying actions required to drive service improvement, and influencing the delivery of the actions within the agreed timescale

This is a very exciting opportunity where you will grown and develop. Working with a successful and supportive team. For more information and to apply, click APPLY and a member of the team will be in touch

It is important that applicants are London based please.