Service Delivery Manager
Posted 7 days ago by Codec Azure
Permanent
Full Time
I.T. & Communications Jobs
Belfast, United Kingdom
Job Description
Service Delivery Manager
Description In the role of Service Delivery Manager at Codec you will be responsible for ensuring the efficient and effective delivery of support and related services to our customers. This role involves managing service delivery processes, overseeing service level agreements (SLAs), and ensuring that customer expectations are met or exceeded. The SDM will work closely with internal teams, customers, and stakeholders to ensure the delivery of high-quality services. This position is a customer-facing role and requires that you establish and manage expectations with the customer.
Key Responsibilities Service Quality & Performance Management - Manage and monitor support customer SLAs & KPIs, implement and monitor quality processes to improve service delivery and oversee incident and problem resolution
Customer Relationship Management - Maintain regular interaction with support customers, conduct service reviews and explore opportunities for additional services/improvements. Manage support service escalations.
Financial Management - Contribute to financial aspects of Service Delivery including forecasting and cost optimisation.
Strategic Planning & Development - Develop and manages the support services portfolio to align with market and customer needs.
Contract Management - Be accountable for support uplifts, contract renewals.
Change Management - Be responsible for change management activities during the lifetime of the support contract.
Business Development - Be responsible for driving additional revenue opportunities through upselling/cross selling for our customers.
Pre-Sales - Support the wider Codec business in contributing to new tender opportunities/customer presentations.
Continuous Improvement - Identify opportunities for process and drive initiatives to enhance service delivery efficiency and customer satisfaction.
Skills, Knowledge and Expertise Minimum of 10 years' Service Delivery Manager experience
Experience in enterprise applications including Microsoft Dynamics etc.
Hands-on experience of delivering ITIL processes pertaining to service design, transition, operations
Experience with IT Service Management tools such as ServiceNow or similar
Strong leadership and decision-making skills
Ability to engage confidently with Business and IT leaders in our customer organisations.
Ability to prioritise and multi-task within the role.
Department: D365 Support
Employment Type: Full Time
Location: Belfast
Description In the role of Service Delivery Manager at Codec you will be responsible for ensuring the efficient and effective delivery of support and related services to our customers. This role involves managing service delivery processes, overseeing service level agreements (SLAs), and ensuring that customer expectations are met or exceeded. The SDM will work closely with internal teams, customers, and stakeholders to ensure the delivery of high-quality services. This position is a customer-facing role and requires that you establish and manage expectations with the customer.
Key Responsibilities Service Quality & Performance Management - Manage and monitor support customer SLAs & KPIs, implement and monitor quality processes to improve service delivery and oversee incident and problem resolution
Customer Relationship Management - Maintain regular interaction with support customers, conduct service reviews and explore opportunities for additional services/improvements. Manage support service escalations.
Financial Management - Contribute to financial aspects of Service Delivery including forecasting and cost optimisation.
Strategic Planning & Development - Develop and manages the support services portfolio to align with market and customer needs.
Contract Management - Be accountable for support uplifts, contract renewals.
Change Management - Be responsible for change management activities during the lifetime of the support contract.
Business Development - Be responsible for driving additional revenue opportunities through upselling/cross selling for our customers.
Pre-Sales - Support the wider Codec business in contributing to new tender opportunities/customer presentations.
Continuous Improvement - Identify opportunities for process and drive initiatives to enhance service delivery efficiency and customer satisfaction.
Skills, Knowledge and Expertise Minimum of 10 years' Service Delivery Manager experience
Experience in enterprise applications including Microsoft Dynamics etc.
Hands-on experience of delivering ITIL processes pertaining to service design, transition, operations
Experience with IT Service Management tools such as ServiceNow or similar
Strong leadership and decision-making skills
Ability to engage confidently with Business and IT leaders in our customer organisations.
Ability to prioritise and multi-task within the role.