service delivery manager
Responsibility
- delivering the requirements, design and build of a brand new service desk
- understanding resource requirements and recruiting the service desk team
- design and build of a service acceptance process, managing stakeholder expectations and activities
Show more +11 - design and build of a service improvement process that will run across 3 main workstreams, Project Delivery, Reporting and Service Desk
- monitoring team performance/customer service management against internal KPIs and external SLAs
- collaborating with other key stakeholders within the business to maintain an exceptional level of service to our external clients
- researching customer needs in conjunction with the Account Management and Product teams
- providing training on delivering excellent customer service, supporting junior members of the team
- updating service-related processes on a regular basis to ensure best in class
- work with our internal IT teams to ensure we have the products and tools to best deliver on our responsibilities
- working with the Head of Client Onboarding and Reporting to take action to maintain customer satisfaction and deal with any issues that arise within the department
- quality management review, ensuring that teams are adhering to process and delivering flawless operational execution
- collaborating with technical and product design teams to prepare for future demands
- providing strong leadership across the team and establishing effective communication channels
Requirements
- experience in Service Delivery, Real Estate and Project Management
- ability to develop the departments operational functions, everything from processes to tools and resource recruitment
- ability to build processes from inception, including anything relevant to a brand new Service desk, Service Acceptance and Service Improvement processes
Show more +12 - identifying our customer needs and overseeing service delivery within the business context
- strong leadership, customer service, quality control and organisational skills are essential
- maintaining positive relationships with internal stakeholders
- excellent computer skills and the ability to administer service desk, project and development software, such as JIRA, ZenDesk or Zoho
- ensuring a high level of customer satisfaction and develop solutions for issues that may arise
- assessing customer feedback and use your creativity to establish, improve, and refine services through a strong Service Improvement process
- build partnerships and liaise with team leaders to determine the company’s services and delivery criteria
- produce metrics and supporting information on the level of service provided by the department for senior management consumption
- assessing metrics and proposing new initiatives to improve our delivery
- good resource planning skills
- strong teamwork skills and attention to detail
- ability to work in a global role with responsibilities across time zones
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