Service Delivery Manager

I'm recruiting for Service Delivery Manager MUST HAVE Telecoms to join our friendly company. This will be a full time position Monday - Friday which includes flexible working of 3 days office based and 2 days (Monday and Friday) home based. The salary depends on experience.

General

• Management of ongoing project profitability. Maintain updated project cost vs revenue trackers, to form an input into internal financial reports.

• Resource co-ordination/ assistance with recruitment.

• Drive the development and agreement of detailed SLA's for new services being delivered
• Monitor and manage ongoing SLA performance, identify and implement corrective actions as required
• Where applicable, for SLA/KPI which have not met the target, to document, review and establish mitigation proposals for formal approval with customer(s).
• Analyse all aspects of performance and provide new insights into the customer experience for the Service reviews
• To generate the monthly review packs
• Identify continuous improvement activities to drive improvement in SLA achievement with the Operations environment
• Complete operational review with customer(s) in relation to the end to end service performance.
• Where relevant to the service to manage vendor relationships that are key to the service.
• To manage the register of risks, actions, issues and decisions and ensure they are completed within the required timescales.
• Ensure commercial requirements agreed between company and customer(s) are met. Where there are disparities, develop and drive through solution proposals to meet expectations.
• Assist with new business development via successful service delivery and ongoing client relationships.

Skills and Experience Required:

• Experience in IT/Telecommunications industry
• Relationship management
  • Ability to develop and manage relationships at all levels of the organization.
  • Experience of working with multi culture teams
  • to be able to win the trust of customer(s) in challenging and changing circumstances
• Operational Leadership
  • Proven expertise in leading service and process improvement activities within a complex service delivery environment.
  • Experience of managing third party relationships.
• Commercial management
  • Ability to manage costs with staff / suppliers / sub-contractors
  • Experience upselling into customers to increase revenue.