Service Delivery Manager

Day to day

• The Service Delivery Manager will support key clients in the retail and insurance sectors.
• The projects will focus on developing and supporting services with delivery and operational support running concurrently to ensure the live service remains fully operational and any incidents are promptly investigated and resolved.
• The Service Delivery Manager will lead project budgeting requiring expertise in forecasting financial monitoring and cost control.
• The Service Delivery Manager will be the Client's trusted contact for service issues and escalation requiring strong collaboration skills and effective interaction across all levels both internally and with stakeholders.
• Ensuring the service is being seamlessly delivered to the client.
• Acting as the primary service management contact for the customer.
• Monitoring the service and working with the team to resolve any incidents that occur.
• Chairing Service Review meetings with clients and preparation/interpretation of report inputs to the session.
• Leading service delivery managing conflict and ensuring the team's processes and tasks are carried out efficiently.
• Assessing customer feedback and using your creativity to establish improve and refine services.
• Supporting at agile ceremonies stand-ups retrospectives and chairing where the Senior Delivery Manager is unavailable.
• Ensuring a Service Improvement Plan is in place to address any risks relating to delivery of service in line with the Contract and the Service levels.
• Ensuring all engagements drive the customers experience in line with the customer contracted services managing customer expectations.
• Gathering customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified.
• Undertaking the management and oversight of the Service Levels in accordance with Service Level Agreement.
• Coordinating and executing of monthly quarterly and annual Service Review Meetings face-to-face and remotely in accordance with the provisions of SLAs and Service Schedule.
• Providing on-going analysis of reports performance and trends generating appropriate and timely recommendations stating risks to both the customer and the business.