Service Delivery Manager

As a Service Delivery Manager, you will play a crucial role in managing client relationships. You will work closely with the customers, the wider Service Delivery Team and the Technical Consultants to ensure the successful delivery of our services. Roles & Responsibilities - Service Reporting: Produce both customer and internal service reporting. - Service Reviews: Conduct regular reviews with customers. - Customer Management: Handle escalations, issues, problems, and requirements. - Financial Management: Oversee invoicing and financial aspects of assigned accounts. - Forecasting: Perform monthly forecasting of project costs and revenue, understanding gaps and putting corrective measures in place, as appropriate. - Compliance: Ensure ISO20000 compliance and best practices. - Service Improvement: Identify and implement continual service improvement initiatives. - Risk Management: Manage business risk and ensure business continuity. - Customer Satisfaction: Achieve targets and drive improvement initiatives. - Business Development: Explore and drive opportunities for new or additional work within existing customers. Qualifications, Essential skills and Experience - Experience: 8+ years in Service Delivery Management. - Language: Fluency in English. - Communication: Strong verbal and written communication skills. - Customer Service: Proven experience in customer service and relationship management. - Analytical Skills: Strong analytical abilities. - Revenue Generation: Track record of driving revenue opportunities. - Process Orientation: Ability to work within a process-driven environment. - Forecasting: Experience in monthly forecasting of financials. - Initiative: Self-starter with the ability to drive assignments and escalate when necessary. - Teamwork: Team player with a strong customer-centric ethos. - ITIL Skills: ITIL v4 certified with strong skills in Service Design, Operations and Transition