Title:

Service Delivery Manager Grade 2

Location:

Leeds

Salary:

GBP 21,000 per year (bonus and company car)

Description:

The function will be responsible for managing the In Service operational relationship for Our Clients Major accountcustomers, ensuring a high quality service is delivered to our customers. Reporting to the Head of Service Delivery, theService Delivery Manager is the primary interface between our Major customers and internal departments within Our Client.Responsibilities and dutiesManage a portfolio of Major account customers taking overall ownership for the Service Management of the customer at anoperational level, following delivery of service through the life cycle of the contract, ensuring a high quality serviceis delivered and overall customer satisfaction is maintained.- Understand our customers business and key deliverables- Develop professional close working relationships- Manage Service Level Agreements- Manage Operational Level Agreements- Manage Problem/Service Improvements- Monitor, track and manage the process of change to customer networks- Provide a high level of Service reporting- Incident Reporting- Manage and monitor the quality of service, customer confidence and satisfaction throughout the lifetime of thecontract.- Input into the development of Service Management systems and operating procedures- Ensure effective communication within the department, keeping management informed and updated on progress, issues &status, escalating appropriately.Qualifications, skills and experience- Clean driving license- Must be customer focussed / driven- Good personal presentation- Excellent organisational and problem solving skills- Proven track record and experience of managing key customers in a Telecom/IT Service Management environment- Experience of Remedy or a similar system- Excellent working knowledge of Microsoft Office products including Excel, Word, etc.- Experience and good knowledge of Service Level Management- Self motivated to work and deliver independently, as well as part of a team- Ability to work under pressure adapting a proactive approach but able to react appropriately when required- Ability to prioritise and deliver workload- ITIL foundation accreditation (Desirable)To take advantage of this opportunity simply apply via the button shown.