Service Delivery Manager

The Service Delivery Manager is responsible for the end-to-end delivery of the Managed Services Projects and will coordinate all Change Requests from requirements capture through delivery. It´s a pivotal role and is core to stabilizing and growing the services contract with the customer, building solid relationships in all levels within the operations and delivery group and creating an outstanding customer experience. The Service Delivery Manager will initiate a Service Improvement Plan and Roadmap for and with the customers.

Tasks

• Delivery of all Service Levels and Reporting commitments as per the contract, so a thorough understanding of the contract is required.
• Developing all required delivery documentation and maintaining the Engagement Model (Managed Services runbook)
• Arrange and drive all meetings with the customer on-site / conference
• Track resource utilisation allocated to the contract, against the defined deliverables to maintain contract margins forecast revenue
• Implement into daily operations best practice processes, methods & procedure around service governance, meetings and reporting
• Develop, in conjunction with the SMEs, a Service Improvement Plan (SIP) to grow the account and regularly liaise with the Account Manager flagging opportunities
• Actively work to increase the scope of the contract by providing advice, recommendations and guidance and bringing in additional (product) SME where required.
• Closely work with the customer on improving the Customer Experience and Satisfaction.
• Arrange the Weekly Operations call, the Monthly or Quarterly Service Reviews with the customer
• Develop and maintain strong and effective relationships within Fusion to add value to customer delivery

Profile:

• A minimum of 5+ years experience in an IT Service Delivery or Operations role management
• Experience of dealing with all levels within the customer business
• Management of 5+ Managed Service contracts
• This role requires working in shifts to support global teams and stakeholders.

Skills:

• ITIL or equivalent qualification in Service Management
• Demonstrated ability of managed services operations and opportunities and understand the project management lifecycle
• Strong knowledge of resource and time management
• Excellent stakeholder management
• Ability to write or contribute to a Statement of Work creation