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Service Delivery Manager - 50K - 80K - Nottingham
As a Service Delivery Manager, you will be responsible for overseeing the entire client lifecycle experience. Your main focus will be to meet and exceed operational metrics while building strong relationships with both internal teams and external clients. You will also drive initiatives aimed at improving service delivery efficiency and enhancing the client experience.
Key Responsibilities
- Serve as the main point of contact for senior client stakeholders.
- Manage all operational issues related to service and project delivery.
- Develop and execute service improvement strategies to resolve client issues and consistently exceed expectations.
- Translate client requirements, issues, and escalations effectively within the organization for clear communication and timely resolution.
- Conduct monthly, quarterly, and annual performance reviews with clients to identify areas for improvement.
- Collaborate with cross-functional teams to enhance both operational processes and client efficiency.
- Ensure service and contract performance aligns with client expectations and contractual obligations.
- Adhere to the company's Information Security Management System (ISMS) and related policies to maintain high standards of security.
Qualifications, Knowledge, and Experience
Essential:
- Proven experience in service delivery management.
- Strong communication and stakeholder management skills at a senior level.
- Commercial experience managing contractual requirements and ensuring adherence to commitments.
Desirable:
- ITIL certification.
- Experience with SDI or ISO20001 accreditation.
- Knowledge of Agile project management methodologies.
