ROCK
Service Delivery Manager
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Are you passionate about delivering outstanding IT services and building strong client relationships? Do you have experience managing service delivery in a fast-paced environment? Can you drive service excellence, ensuring that client expectations are not only met but exceeded?
What you'll be doing:
Responsibilities
Service Management & Best Practices:
- Ensure best practice, ITIL v4-aligned service delivery through ownership of ITIL processes.
- Oversee every element of service delivery for clients from onboarding to end-of-life management.
- Champion a "client-first" approach across the service management function.
Client Relationship & Retention:
- Act as the primary point of contact and advocate for clients within ROCK.
- Build and maintain strong client relationships, ensuring high levels of satisfaction.
- Drive client retention by delivering a seamless service experience and value creation.
Service Performance & Continuous Improvement:
- Monitor, report, and review service performance against SLAs and key quality metrics.
- Lead client review meetings and drive continual service improvement initiatives.
- Proactively manage and encourage service improvement across service desk and project teams.
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Escalation & Incident Management:
- Manage client complaints related to service levels, ensuring prompt resolution.
- Ensure all escalations and major incidents are effectively managed.
- Work collaboratively with internal teams to resolve complex client issues.
What you need to succeed:
Experience and Qualifications:
- Proven experience in a Service Delivery Management role within the IT industry.
- Experience in a Managed Service Provider (MSP) environment is advantageous.
- Commercial awareness with solid business development and relationship management skills.
- Strong understanding of IT infrastructure and technology solutions.
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Skills and Competencies:
- Strong understanding of IT infrastructure and technology solutions.
- Excellent communication and stakeholder management skills.
- Strong organizational skills with the ability to manage multiple priorities.
- Commercial awareness with solid business development and relationship management skills.
- Ability to work under pressure and meet deadlines in a fast-paced environment.
What does success look like:
- High client satisfaction and strong retention rates.
- Effective service delivery, meeting and exceeding SLAs.
- Proactive identification and implementation of service improvements.
- Strong relationships with internal and external stakeholders, ensuring seamless service experiences.
- Efficient incident and escalation management, ensuring quick and effective resolution.
If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries.
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