Senior Service Delivery Manager - Contractor
Content+Cloud, United Kingdom
Job Description
This role is a contract role starting as soon as possible for an initial period of 2- 3 months. Currently working remotely (offices based in London and Coventry).
As an experienced Service Delivery Manager, you will be responsible for managing the day-to-day relationship with one of our key Public Sector clients to ensure a high level of service is consistently delivered. This role is intended to grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives continuously.
Duties and Responsibilities:
Client Relations and Service Development:
- Develop and manage the strategic plan
- Develop and maintain close working relationships with customer representatives both operationally and with their senior leadership team
- Oversee day-to-day operations to ensure contractual commitments are met
- Lead on cost optimisation, concentrating on cost reduction and service improvement
- Working closely with the internal customer teams, lead service design and improvement workshops
Implementation/Performance Reporting:
- Produce management reports for clients and internal management and lead service review meetings
- Provide detailed analysis, feedback and actions based on trends, root cause analysis and other reports
- Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes
- Ensure effective, timely and accurate communications
- Work closely with product owners where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered
- Manage service risks and issues, assigning responsibilities to owners and driving through to completion
Requirements
This role would be ideal for an ambitious and experienced Service Delivery Manager with experience working in the public and with cloud technology. Some who is seeking a new and exciting challenge and has the ability and experience to lead from day one.
The successful candidate must have:
- Demonstrable previous experience of working within public sector organisations
- Proven experience managing the delivery of customer services to contractual obligations and service levels
- Ability to plan/deliver in Agile
- Proficient in Excel
- Understanding of cloud technologies
- Exceptional communication skills both written and verbal (professional phone manner and ability to match the customer’s style/level of communication and ability to write professionally and document knowledge clearly and concisely)
- Natural people person, able to build relationship and bring people together
- Proven experience governing service through regular cadence meetings whilst driving customer satisfaction
- Be a natural organizer, capable or reprioritising workload based on changes to customer requirements and service strategy
- Highly process orientated, with experience challenging and developing new ways of working
- Calm but positive and responsive under pressure and demonstrates initiative at all levels of the customer business
Benefits
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at