Job Ref: 215164099
Date: 2021-11-15 16:01:29
My client are a global software company, world leaders in their field with products deployed in more than 350,000 organisations. They have a commitment to science, sustainability, community, education, research, and positive change.
As we continue to grow, we are looking for a Service Delivery Manager to join our Managed Cloud Services team and help our customers to be successful with our products. This is a newly created position, previously carried out by Project Managers, but now separated as a standalone role. Working closely with Professional Services Project Managers and technical resources, you will contribute towards the delivery of planned activities and coordinate changes to Managed Cloud Service environments.
The Managed Cloud Services division host and maintain enterprise-wide environments for customers across a range of market sectors, your key responsibilities as a Service Delivery Manager would be to:
·Report on service performance: provide customers with ongoing performance reporting, insight and recommendations to provide value to the customer.
·Support and Trend Analysis: monitor incident trends and undertake a proactive approach to service-related issues.
·Escalation: act as point of escalation for service-related issues.
·Enhance customer experience: work with Professional Services project managers and technical resources from across the business to identify, prioritise and implement service improvements.
·Collaborate: with engagement teams to grow accounts and deliver new services and environment upgrades.
·Automate: identify opportunities to automate, streamline and improve processes and reporting.
·Grow your knowledge: Keep up to date with changes to the platform, finding new ways it can be used to solve our customers real-world problems. Gain experience of the latest technology and understanding of our key market sectors.
We are open to consider candidates with a range of experience; this would be a great career if you:
·Have experience within a similar, external client focused, Service Delivery or hybrid Project Management role.
·Have experience within the software sector, ideally to include cloud or hosted solutions (AWS OR Azure)
·Are able to understand a challenge from multiple perspectives and lead/guide a team to a successful outcome
·Can clearly communicate technical ideas, whether to other technical peers or non-technical project managers or customers
·Can evaluate and translate a customer’s business goals, objectives, and strategies into technical plans and solutions
·Have exceptional interpersonal, written/verbal communication, multi-tasking, and presentation skills
·Can develop strong interdepartmental and cross-functional working relationships within a collaborative team environment
·Are self-motivated, good at creating and nurturing relationships, and enthusiastic about problem solving
What we offer
We take pride in our culture and recognize the value our people bring. We believe in creating a balanced and flexible work/life environment and invest in learning and development at all stages of an individual’s career. We believe on promoting from within and offer long term career opportunity in a successful, growing business.
We offer flexibility around location. You can opt for home-based working, or office based in either Edinburgh, Aylesbury of Cambridge. There is also an opportunity to work a mix of both in a hybrid model. We work virtual-first with most of our customers; however some travel to customer sites will be required.
Security: Because of the types of data and clients we work with, all our positions require successful candidates to undergo a basic security clearance
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