6 days ago

Service Delivery Manager (Managed Services)

London 55K - 65K plus excellent package Permanent

Job Reference: BBBH39869_1655974248


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.

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