Service Delivery Manager

10 Sep 2018
17 Sep 2018
Justin Pankinas
Job Type
An excellent opportunity to join the Commercial North & Ireland management team as a Service Delivery Manager. The ideal candidate will be responsible for the overall direction and co-coordination of delivery of services into customer accounts within the region.

The key responsibility of the SDM is governance across all areas of Clients services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
This involves maintaining and developing customer relationships, managing customer satisfaction, and delivering contract commitments within cost targets.

The Service Delivery Manager is responsible for a team of 20 - 30 direct reports but also delivers his/her accountabilities through communication, negotiation and influence across the wider FDS organisation.

*Successful service delivery - SLA achievement and high level of customer satisfaction
*Building a personal relationship with key client
*Service reporting and sponsoring service delivery meetings; organises and presents information to convey major points clearly and persuasively
*Monitoring overall performance of services and following up if service delivery is not meeting expectations
*Communicating across organisational boundaries - from engineers through to senior managers
*Recruit, lead, motivate, develop and manage the performance of direct reports
*The development of continual improvement plans to ensure that provided services adequately support business needs now and in the future.
*Ensure that SOW documentation, H&S, resource utilisation reports and contract site management guides are in place an updated
*Along with the other Commercial North & Ireland SDMs and technical team leads, accountable for and contribute to the overall performance of the managed services division

Skills & Qualifications:
*Proven management experience in at least one service management area
*Strong influencer of senior level customers and technology teams, ensuring that services are managed to agreed levels of availability and performance
*Excellent interpersonal skills to act as a single point of contact for senior business stakeholders
*Proven track record in managing complex projects
*Proven experience in people management. Able to lead and influence
*Proactive attitude to improving service.
*Critical thinking and problem-solving skills
*Planning and organizing
*Experience of managing teams remotely.
*Financial knowledge with an understanding of P&L and budget management
*Understand and deliver services which are provided on a 24x7x365 basis.
*Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything they do.

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