Service Delivery Manager

Contract: 6 months

Rate: £575 - £605 per day Inside IR35

Clearance: Suitable candidates must hold current DV Clearance

Location: Southampton (Hybrid working available) and some travel to customer sites

Senior Service Delivery Manager

Used to working with MoD on above OS projects required.

Scope of Work to be Undertaken

• Meet end-user demands, solve customer problems, and drive high levels of customer satisfaction.
• Take ownership of customer requests, issues, and get-well plans, following them through to resolution, supporting post incident reviews, and providing customers with timely updates throughout.
• Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis.
• Ensure maintenance tasks are completed within contracted timescales and all maintenance is recorded.
• Liaise with customers to build relationships, serving as the main point of contact for service-related matters.
• Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations.
• Finance management of Service contracts (including orders for spares and repairs), forecasts, raising purchase requests, and invoicing. Monitor and achieve targets across Cost, Quality, Time, CSAT, and Gross Profit performance.
• Project management: service reviews, create and maintain trackers and registers including the RAIDO, and accurate project reporting in line with the company procedures, managing escalations where appropriate.
• Customer facing Change Management: Establish and then manage the customer facing Change Management processes, chairing the CABs, and linking into asset and configuration management as well as TechPubs.
• Continuously improve Service Support and Service Delivery processes to meet business needs.
• Support sustainable and profitable business growth through Customer Satisfaction.
• Promote the company brand and products so customers, partners, and suppliers value our honesty and integrity and have confidence in our ability to successfully meet their needs.
• Always fully complying with company's published policies and procedures.
• Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.