Description: Service Delivery Manager Work Experience
- Overall experience of 8 -12 years in IT consulting or Services•
- Service Delivery management experience in customer-facing IT Consulting or Services for 10 years . Contract Management (Application Management Support contracts):
▪ Responsible for planning, tracking and reporting on the contracts assigned
▪ Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards
▪ Understand organizational Quality Management Standards and ensure adhere from a contract perspective
▪ Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks, etc.
▪ Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related risks promptly
▪ Adhere to the communication process that incorporates issue tracking, escalation and resolution
▪ Manage client relationships and ensure all client feedback is formally captured and reported to management
▪ Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables
▪ Responsible for 1st level client escalation handling, resolution and documentation
▪ Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contract journey
▪ Work with the Finance team to ensure timely and appropriate client billing
Service Contract Management:
• Be the face of the company to the client in all matters, and respond professionally and promptly
• Delivery of the support service to the contracted service level and targets
• Delivery of small change Change Requests within contracted delivery timelines and standards
• Delivery of all contracted ITIL disciplines within the defined standards and targets
• Provision of a fully staffed team sufficient to meet the support demands of the client
• Management of the team to also respond to peak periods within the client business model
• Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses
• Timely communication, both internal and external, of any threats or failures within the service provision
• Management and delivery of all expected customer communications and reports, to the required standard and on time
• Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied
Skills & Expertise
Functional experience & skills/knowledge required for the role include:
• Proficient in MS Office, MS Project, MS Visio and other communication tools.
• ITIL Foundation accreditation preferred, or
• Experience of ITIL Service processes (Incident, Major Incident, Change & Problem preferred)
• Experience of making Service decisions based on customer impact
• Experience of making measured Service decisions in the “heat of the moment”
• Experience of managing the transition of solutions from development into production
• Experience of managing an offshore & onshore mutli-cultural team
• Familiar with project delivery lifecycle and experience of delivering projects using this lifecycle
• Familiar with the deliverables within a Managed Service Operating Model
• Familiar with testing cycles and documentation
• Strong process management and control skills
• Excellent communication and interpersonal skills
• Strong customer service awareness focus
• Makes customer-oriented decisions
• Remains visible to customers, as the point of reference for the company, and to listen to risks and mitigate these as required
• Works collaboratively with a range of people to support the wider business and customers service delivery agenda
• Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
• Some experience of working in large organisations
• Experience of managing governance/assurance activities
• Matrix management and project performance reporting involving multi-sourced and multi-disciplined service providers
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