Reading, Berkshire
Service Delivery Manager
Managed Services
Permanent Full-Time

Overview

The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams, to ensure outstanding service is delivered to Ultima’s Managed Services Customers.

 

SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.

Responsibilities

  • Proactively assess gaps in customer satisfaction levels and actions needed to ensure customer critical success factors are delivered.
  • Drive the production of relevant SLA and trending data for meaningful service reporting
  • Ownership of service assurance and escalation of corrective actions where required service levels are not being met.
  • Ownership and coordination of customer CSI programs.
  • Creating, distributing and presenting customer service reports.
  • Ownership of customer documentation such as operations handbooks, service contracts and general customer data updates in Ultima’s ITSM solution.
  • Ownership of or input into all assigned customer queries, service actions, escalations and complaints.
  • Supporting the customer renewal process and assisting with commercial reviews and renewal quotes in close alignment with customer account team
  • Participate in service design and modelling initiatives to effectively support service growth in line with Managed Services strategic growth agenda
  • Supporting the Service Transition’s team with onboarding new customers and or new services for existing customers.
  • Supporting the Ultima Managed Services presales teams and acting as a subject matter expert during customer presentations
  • Regular travel to customer site(s) where required
  • Strive to become a Trusted Advisor for customer to encourage repeat business and business development
  • Supporting Account Director with identification and progression of further Managed Services business
  • Highlight inefficiencies in internal communication and interaction between operating groups for more timely and effective service operations

Qualifications

The role of Service Delivery Manager (SDM) is to work closely with the Customer and Ultima Technical Support teams, to ensure outstanding service is delivered to Ultima’s Managed Services Customers.

 

SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.