Service Delivery Manager, IT/Telecoms

People Com Ltd
Up to £60k base plus 10% bonus
06 Oct 2017
27 Oct 2017
Contract Type
Full Time

"customer service manager" client service manager" ""service manager" "service director" IT "managed services" telecommunications SIP "client manager" "service delivery" "service delivery manager"

Service Delivery Manager for a major UK managed services provider

Up to £60k base plus £6.5k car allowance and 15% bonus and benefits

Stratford upon Avon (Client site based)


The provision of quality services delivered in a professional and cost effective manner. Effective account service management from both the customer and our perspective. Manage account resources (human and material) to meet customer business requirements. Commercial and Operational Management of the client accounts Profit / Loss management and ownership for all services including billing and financial management Management of internal relationships across the organisation External relationships with industry experts, customers and partners Revenue and budget responsibilities associated with management of circa £1m to £3m. per annum account. (Client dependant) May include people leadership


Responsible for maintaining and developing the client relationship at all levels Manage the client relationship being the initial point of contact Management and resolution of any customer issues or complaints so that customer satisfaction levels are high Contract / commercial delivery management Ensure that services are delivered to agreed quality and service level measures Maintain and expand the Service Portfolio to meet customer requirements On behalf of the client manage all the interfaces into the business Manage existing 3rd party relationships, conducting regular service reviews Engage and develop relationships with new 3rd party suppliers, facilitating supply, services and financial terms and conditions as required Work closely with the sales function to identify new opportunities and win new business Negotiation of service requirements with the customer, contract pricing and delivery of the services. Responsible for client governance e.g. ensuring that monthly, quarterly and annual meetings are adhered to as defined in the Service Operations Manual Ensure that all necessary processes are in place and are adhered to. Ensure that the teams adopt a professional approach in service provision. Provide leadership and guidance to the on-site and virtual team members

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