Service Delivery Manager
Description✓Service Delivery Manager
✓Location: Homebased with occasional office visits
✓Competitive Salary: £40,000 - £50,000 DOE
✓Fantastic Hours: Monday to Friday 09:30 - 17:30
✓The task at hand:
✓We are looking for a Service Delivery Manager to join our Service Management department
✓As our Service Delivery Manager, you will effectively maintain an exceptional client experience and develop strong relationships that ensure revenue retention and growth
✓You will be responsible for the complete service lifecycle of the client, through pre-sales, project management and lifetime service support.
✓The Service Delivery Manager will operationally manage the provision of Managed Services for the named customer accounts in line with contractual requirements and financial targets
✓As well as maintaining a solid understanding of customers’ business objectives and assist in developing customer solutions which support the ongoing growth of the relationship.
✓You'll be great in this role if you have:
✓Minimum 3 years’ experience in a Service Delivery Position in the ICT industry
✓Strong ITIL awareness and training to a minimum of V3 Foundation level
✓Experienced in delivering outstanding customer service
✓Excellent telephone manner
✓Excellent skills and experience in relationship management with customers, suppliers, and staff at all levels
✓Good communication skills are essential [both written and verbal]
✓Strong IT skills and use of programs including Excel, Word, and CRM systems
✓Adaptability and initiative
✓Ability to work to deadlines and prioritise workload
✓A self-motivated and pro-active approach
✓Commitment to further professional and personal development
✓Ability to work as part of a team and contribute to the overall success of both the Project Delivery department and the organisation
✓Logical thinker with an objective approach to work
✓Telecommunications experience is desirable
✓What you’ll be busy doing:
✓Conduct regular Service Review meetings with customers ensuring support and service is reviewed
✓Provide performance statistics and reporting to customers
✓Manage customer expectations
✓Ensure that contractual objectives are achieved
✓Develop and manage Continual Service Improvement Plans [CSIP]
✓Develop and maintain a high level of working knowledge of each customer’s IT organisation and infrastructure
✓Maintain a broad base of communication with key players in the customer’s organisation
✓Increase customer satisfaction
✓Act as the primary interface with the customer, being responsible for all operational issues related to delivery of services
✓Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution, acting as Major Incident Manager where required
✓Manage the SLA [Service Level Agreement] between the Company and the Customer
✓Manage OLAs and relationships with partners and third-party suppliers
✓Creation and implementation of a Service Improvement Plan [SIP] in the event of service issues
✓Onecom Perks and Benefits:
✓Agile working: Enabling our people to work where they work best, using our Agile Working Policy
✓Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
✓Birthday Break: Day off for your birthday, during your birthday month
✓MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
✓Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
✓Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
✓Pension: We offer 9% combined pension contribution
✓Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
✓Parental Leave: Enhanced Parental Leave policy [based on length of service], whether you or your partner are giving birth, going through surrogacy or adoption
✓Rewards: Quarterly employee reward programme and annual awards
✓Discounts: Discounts on tech + 3000 retailers through our Onecom Extras portal
✓Referral Incentive: You’ll receive a bonus for each successful friend or family member you refer
✓Socials: Work hard and play hard with our all-expenses paid company events and parties
✓Foundation: Get involved in fundraising activities and events for our Charity partners
✓Academy: Limitless professional development with access to our in-house training academy
✓Who we are
✓Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.
✓We’ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.
✓We’re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves
✓Want to join our journey? Apply Now Show more →
✓Location: Homebased with occasional office visits
✓Competitive Salary: £40,000 - £50,000 DOE
✓Fantastic Hours: Monday to Friday 09:30 - 17:30
✓The task at hand:
✓We are looking for a Service Delivery Manager to join our Service Management department
✓As our Service Delivery Manager, you will effectively maintain an exceptional client experience and develop strong relationships that ensure revenue retention and growth
✓You will be responsible for the complete service lifecycle of the client, through pre-sales, project management and lifetime service support.
✓The Service Delivery Manager will operationally manage the provision of Managed Services for the named customer accounts in line with contractual requirements and financial targets
✓As well as maintaining a solid understanding of customers’ business objectives and assist in developing customer solutions which support the ongoing growth of the relationship.
✓You'll be great in this role if you have:
✓Minimum 3 years’ experience in a Service Delivery Position in the ICT industry
✓Strong ITIL awareness and training to a minimum of V3 Foundation level
✓Experienced in delivering outstanding customer service
✓Excellent telephone manner
✓Excellent skills and experience in relationship management with customers, suppliers, and staff at all levels
✓Good communication skills are essential [both written and verbal]
✓Strong IT skills and use of programs including Excel, Word, and CRM systems
✓Adaptability and initiative
✓Ability to work to deadlines and prioritise workload
✓A self-motivated and pro-active approach
✓Commitment to further professional and personal development
✓Ability to work as part of a team and contribute to the overall success of both the Project Delivery department and the organisation
✓Logical thinker with an objective approach to work
✓Telecommunications experience is desirable
✓What you’ll be busy doing:
✓Conduct regular Service Review meetings with customers ensuring support and service is reviewed
✓Provide performance statistics and reporting to customers
✓Manage customer expectations
✓Ensure that contractual objectives are achieved
✓Develop and manage Continual Service Improvement Plans [CSIP]
✓Develop and maintain a high level of working knowledge of each customer’s IT organisation and infrastructure
✓Maintain a broad base of communication with key players in the customer’s organisation
✓Increase customer satisfaction
✓Act as the primary interface with the customer, being responsible for all operational issues related to delivery of services
✓Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution, acting as Major Incident Manager where required
✓Manage the SLA [Service Level Agreement] between the Company and the Customer
✓Manage OLAs and relationships with partners and third-party suppliers
✓Creation and implementation of a Service Improvement Plan [SIP] in the event of service issues
✓Onecom Perks and Benefits:
✓Agile working: Enabling our people to work where they work best, using our Agile Working Policy
✓Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
✓Birthday Break: Day off for your birthday, during your birthday month
✓MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
✓Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
✓Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
✓Pension: We offer 9% combined pension contribution
✓Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
✓Parental Leave: Enhanced Parental Leave policy [based on length of service], whether you or your partner are giving birth, going through surrogacy or adoption
✓Rewards: Quarterly employee reward programme and annual awards
✓Discounts: Discounts on tech + 3000 retailers through our Onecom Extras portal
✓Referral Incentive: You’ll receive a bonus for each successful friend or family member you refer
✓Socials: Work hard and play hard with our all-expenses paid company events and parties
✓Foundation: Get involved in fundraising activities and events for our Charity partners
✓Academy: Limitless professional development with access to our in-house training academy
✓Who we are
✓Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.
✓We’ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.
✓We’re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves
✓Want to join our journey? Apply Now Show more →