North
Service Delivery Manager
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Service Delivery Manager
Responsible for a portfolio of serviced customer accounts across the UK, ensuring services are delivered according to the contract specification and meet agreed KPIs and Service Levels. As the first point of contact for key serviced clients, the Service Delivery Manager will be responsible for increasing the customer experience and liaising with internal North functions, including the service desk, NOC, PMO and field teams to ensure service excellence.
As a customer facing role, a North Service Delivery Manager will own the client service relationship and oversee a range of activities to facilitate seamless service. A North Service Delivery Manager will be expected to maintain excellent customer relationships, a deep client understanding and technical awareness of key supported systems and be able to identify customer issues and needs and work with the business to resolve. Both an organisational and technical role, working alongside on-site and remote personnel to ensure the highest c-sat standards are achieved and maintained, and new business opportunities are identified and developed. Be a North brand ambassador.
Responsibilities
- Act as a main point of contact for select number of contracted service clients
- Ensure processes and procedures are in place to support excellent service delivery and carry out regular reviews of these processes to ensure continuous improvement
- Carry out regular service reviews (at intervals determined by the contract and ad hoc as required) and take responsibility for actions which arise
- Liaise with business functions to monitor and measure service performance for each function in line with contract and client expectations
- Provide the client with technical advice and guidance in line with supported systems
- Take ownership of critical incidents and assist in coordination of all parties to ensure swift resolution
- Manage improvement strategies with the client and action these
- Supervise delivery of works and liaise with PMO to ensure delivery standards are maintained
- Supervise call queues and ticket levels to ensure swift resolution and escalate any concerns
- Account profitability, understanding the resources and costs required, and utilised, in the delivery of the contract
- Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract
- Contribute to a quarterly business review with large customers
- Contribute to the implementation of Service Improvement Plans for jeopardy contracts
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Qualifications
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For development purposes the following knowledge, skills and experience are required.
- Have worked in a Managed Service environment with working knowledge of Physical Security ideally.
- Technically aware of the technology stack for which North is delivering the managed service Physical security Systems.
- Previous knowledge with Physical Security essential - CCTV, Access Control & Fire Systems would be advantageous but not essential.
- Strong service management and planning skills.
- Understand commercial issues.
- Financial management awareness.
- Good working knowledge of Microsoft applications e.g. Word, Excel, PowerPoint, etc.
- Ability to manage a multi-skilled service delivery team both internal and via partners.
- Excellent communication skills.
- Ability to meet strict deadlines.
- An awareness of ITIL V3 or V4 and ability to understand the full-service lifecycle.
- Project Management experience and qualification, Prince 2 or equivalent would be an advantage.
- Ability to use data analytics to drive focus and service improvements.
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