Senior Service Delivery Manager

Description

The senior service delivery manager works with the service delivery management team to make sure IT service management (ITSM) processes and controls are set up and running for the client or clients, keeping quality at the level needed for service and business goals. This role reports to the service delivery director.

The company is a global data and technology company working across financial services, healthcare, automotive, agribusiness, insurance and more. It has around 25,200 people in 32 countries.

Responsibilities

• Build strong working relationships with the client and internal stakeholders, acting as the main contact and escalation point for client services.
• Own the client service reviews, making sure service actions are finished on time and clients receive regular status updates.
• Make sure the client's roadmap and requirements are understood and clearly passed on, and send change communications that meet contractual obligations and company guidelines.
• Work with project delivery and service acceptance on new products and services rolled out to the client, helping the transition or transformation succeed.
• Make sure commercial processes for contract management, including business change, are in place and followed on the client account.
• Check that every escalation is valid and justified and that the correct channels were used first. Track client feedback, complaints and service risks.

Requirements

• At least 6 years in a similar client-facing role within a global or regional function.
• ITIL certification and solid knowledge of the ITSM processes used in service delivery management and service acceptance.
• Skill in handling conflict, negotiating, driving resolution and leading others.
• An understanding of service strategy and how to apply it to client needs.
• Knowledge of the escalation model: when and how to escalate, and the ability to show what you did to resolve an issue before escalating it.

Conditions

Flexible working hours and home office working are available.

The company is an equal opportunity and affirmative action employer. If you need a disability accommodation, tell them as early as possible.

Benefits

• A career path with learning and development programmes, plus unlimited access to online courses, learning materials and books.
• An friendly, team-focused workplace with time set aside for recreation.
• 25 days of paid vacation, one extra day off for your birthday and 3 extra paid days for taking part in a social responsibility event.
• Benefits include life insurance, food vouchers, extra health insurance, a monthly flex allowance, internet coverage, corporate discounts, marriage and childbirth or adoption allowances, a Multisport card, a Sharesave plan, an employee assistance programme and a birthday gift.