What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven track record of managing customer relationships at all levels in a direct customer facing role
- Managed issue and problem resolution in a complex environment
- Performance managed successful service delivery through SLAs, KPIs, proactive intervention and Service Review with key stakeholders
- Effective Risk Management in a complex environment
- Demonstrable exposure to Cloud, Azure and/or Communication technology sectors
- Previous experience in contract/renewal process
- Account management experience
Day to day
- The Service Delivery Manager develops a strong relationship focusing on Customers, Service, SLAs, Risk Management and process with reference to ITIL principles, ensuring success and customer retention.
- The role involves working with internal and customer stakeholders, baselining and tracking KPIs to manage service success and deliver continuous improvement.
- The Service Delivery Manager is responsible for ensuring service delivery matches the contract, reporting on success, areas for improvement, and areas of risk.