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As a Service delivery manager, you will play a critical role in our support team. You will be the point of reference for resolving complex technical challenges, providing guidance, and project oversight and support to our clients.
We are looking for someone who can support our client onsite in Hampton and Guildford, providing support for a Microsoft environment. Alongside the support you will be the key point of contact to help drive projects forwards and advise the client on best practice with the support of the Planet team.
This is an evolving role and will provide the right person the opportunity to grow into a service-oriented roles that provide both commercial, operational, and technical insight. As the role evolves with the client Planet will support and drive the enhancement of the role to enable the successful candidate to evolve and enhance their professional growth.
Key Responsibilities:
- Function as the escalation point of contact for team members and customers.
- Respond promptly to incidents and service requests, ensuring adherence to agreed Service Level Agreements (SLAs).
- Provide onsite key contact to our client, both independently and as part of a collaborative team
- Assist in the management and maintenance of client systems, networks, and applications.
- Recommend best practice and support change via project methodology.
- Collaborate with various support teams to escalate and resolve complex issues comprehensively.
- Document support activities, solutions, and ensure knowledge base articles are updated to drive continuous improvement and knowledge sharing.
- Manage and present service reporting on a monthly, quarterly and annual basis
- Be flexible and willing to travel between two sites Hampton and Guildford to meet client needs.
Desired Personal Skills:
Excellent interpersonal and communication skills both verbal and written- Based in the GU3 area of Guildfordwith some visits to the Hampton Office.
