Service Delivery Manager needed to lead the modernisation, operation and development of the Service Management function.
Your responsibilities if successful will be to make sure the quality of IT services delivered by the business and its service partners meet both performance and business requirements plus ensuring ITIL services are delivered to published processes.
Customer engagement and service performance reporting is a key part of this position, ensuring that the customer experience is considered at all stages of their interaction with Group Technology
If you are service obsessed, and have a passion for driving an outstanding customer experience this role could be ideal
As well as customer engagement you will be building the businesses Service Integration and Management (SIAM) framework.
Responsibilities
- Ensure customer service excellence is delivered consistently and effectively across both IT and 3rd party service providers using Service Integration and Management (SIAM) frameworks
- Embed a sense of "Customer first" service and measure customer satisfaction
- Regularly engagement with key customers to proactively identify strategic service improvement opportunities
- Management of multiple suppliers and service teams ensuring service performance targets are met
- Ensures services are delivered in line with published policies and standards
- Identify and define evidence-based service improvement opportunities to improve customer service and reduce service costs.
- Management of customer escalations or major incidents.
Experience
- Building a SIAM function
- Past experience operating IT Service Management teams
- Managed customer service through multi vendors
- Previous experience of line management
Eames Consulting is acting as an Employment Agency in relation to this vacancy.
