Job Ref: 215928241

Date: 2022-03-01 15:45:08

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Service Delivery Manager – Infrastructure – Cloud – Security – MSP – Managed Service Provider – Key Account – Relationships – IT Services – Up to £50k Base + 20% Bonus – Buckinghamshire

Our client a leading managed service provider are actively recruiting for a Service Delivery Manager. You will be delivering and taking personal ownership of the operational relationship between 1 key client and the internal team, ensuring the delivered services meet with the customer's requirements and perform as expected.

Responsibilities

Establishes client relationships with key points of contact and influencers
Client's trusted point of contact for service concerns and initial point of escalation
Responsible for understanding client health and escalating when appropriate to mitigate churn risk.
Responsible for driving client specific service improvement.
Ensure completeness of Client Handbook at the point of client onboarding
Managing SLA adherence to avoid service credit risk.
Aligning Service Management time on account to associated client revenue/value, and for triggering positive discussions to flex the Service Management support up/down based on client's changing needs (review recommended bi-annually)
Awareness of service delivery in line with contractual entitlement, seeking support to close/align gaps
Support client with in-life change requests
Pass leads through to Sales and follow through
Experience

Extensive experience in Service Management role, preferably within the Managed Service Provider industry
Managing contractual performance of services within agreed SLA, and influencing action required to mitigate or remediate SLA breach
Chairing Service Review meetings with clients, and preparation/interpretation of report inputs to the session.
In-depth knowledge of Cloud and Infrastructure products and services
Skills

Managing time to support 1 or 2 very large client accounts
Excellent relationship management skills, building effective client and internal stakeholder relationships
Articulate communicator and presenter
Confident, self starter who can articulate processes
Setting clear expectations and delivering on promises
Diligence around identifying actions required to drive service improvement, and influencing the delivery of the actions within the agreed timescale

For more information and to apply, click APPLY and a member of the team will be in touch

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