Service Delivery Manager CBA
3 days ago
As the Service Delivery Manager, you will be responsible for ensuring seamless service delivery while building and maintaining strong client relationships and ensuring the business delivers a high-quality customer experience.
Main Responsibilities- Service Delivery Management: Ensure service delivery is managed effectively, with strong relationships across the business to maintain high levels of customer satisfaction.
- Customer Success: Work with the Service Design team to help define and implement customer success strategies, ensuring customer retention and satisfaction, and advocacy.
- Client Relationship Management: Be an ambassador for Panoptics, working across the client base to provide effective communication on IT matters and build relationships to ensure effective dialogue.
Key Skills and Qualifications
- ITIL qualified.
- Excellent customer facing/customer service skills.
- Excellent written and verbal communication skills.
- Customer centric, experience of working with multiple customers.
- Chairing and reporting service reviews for clients.
- Delivering against Service Level Agreements, customer commitments and Service Improvement Programmes.
- Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.
- Transitioning of projects in and out of service teams.
- Experience managing Service Delivery across the end user support services (Service Desk, Infrastructure, Networking etc).
- Experienced Service Management professional.
- Experience of managing 3rd parties and 3rd party delivered services.
- Able to work under pressure and meet deadlines.
- Able to demonstrate a high degree of flexibility including out of hours working.
- Excellent organisational skills.
- Able to manage sensitive and sometimes confidential information.
What We Are Looking For
- A self-motivated and proactive individual who can take ownership of service delivery and customer success.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and colleagues.
- Strong analytical and problem-solving skills, with the ability to identify and resolve issues quickly and effectively.
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