Senior Service Delivery Manager - Contract
Wunderman Thompson Commerce, United Kingdom

Senior Service Delivery Manager wanted to join on our Service Operations team a contract basis

About the role:

A WTC Senior Service Delivery Manager (SSDM) is accountable for the operational delivery, governance, and principle oversight of one or more Customers eCommerce Services.

As the Service representative to the Customer the SSDM is responsible for ensuring the customer is able to conduct day to day business leveraging Engineering and Operational teams to support them maintain availability and operational performance of the customers service.

This role is a combination of Service Management, Service Delivery, and Relationship management with a focus on strategic, tactical, and leadership

Key Responsibilities:

Customer facing:

• Represent the WTC at varying levels across the customers organization acting as the operational focal point whilst developing and maintaining excellent customer relationships with the support of the Account Manager.

• Overall accountability for the Quality of Service and ensure the contracted scope of service is delivered to SLA’s and that levels of customers satisfaction remain high.
• Develop strong and productive working relationships with WTC stakeholders and relevant Account management teams.
• Identify and drive Customer value streams using strong data analytics, commercial acumen and business centric approach with internal WTC teams to increase our value to our clients.
• Accountability for the implementation of the Service Governance Framework that ensures the timely, stakeholder lead, and accurate production of weekly and monthly service reports measuring customers Service Performance targets.
• Undertake data analysis of trended performance metrics to propose improvement opportunities to the customers overall service provision, influence strategic account direction, identify revenue opportunities and manage technical debt whilst contributing the general improvements within WTC.

• Acts as the primary point of escalation for the customer and WTC Management during outages or periods of severe disruption.
• Has oversight and accountability for Operational risk management within the customer service on behalf of WTC and ensuring mitigation strategies are implemented.
• Lead peak demand forecasting, planning, preparation and oversight of its implementation ensuring excellent communication to the client and WTC stakeholders.

Governance:

• Principle ownership of one or more Service Management governance process and its ongoing evolution using industry standard frameworks (Agile, ITIL, DevOps)
• Accountability for successful adoption and implementation for all WTC Service Governance processes within their client base.

Leadership amp; Influencing:

• Provides leadership, guidance and mentoring to Service Delivery professionals covering all elements of Service promoting the adoption of industry lead Service Management principles and practices.
• Builds and maintains critical Senior level relationships with internal and external stakeholders
• Provides support to the Account Managers and Delivery Teams where needed to influence strategic and tactical decision making relating to account growth.
• Provide input into and advise on commercial contractual agreements representing Service Operations within their account base.

Supporting activities:

• Participate in the on-call escalation rota as required
• Undertakes Service Design within WTC for new products and services in aligned clients and may be requested to support new client engagements.
• Build and manage appropriate working relationships with WTC partners involved in the delivery of services to the client using the appropriate Supplier Relationship Management methods.
• Ensure Support Activities and Resourcing are managed within contracted Support Budget and contribute to the account Pamp;L
• Contribute to the maintenance of the Service Catalogue and share responsibility for ensuring this is accurate.

Management information:

• Create and ensure the distribution of monthly client management information packs highlighting, Service performance (KPI’s, SLA’s, Business Outcomes), Escalations, Business demand, Risks, Continual Improvements, and Customer satisfaction using a blend of qualitative and quantitative data.
• Creates and owns a consolidated view of the service backlog of escalations, issues, and improvements with relevant business cases and budgetary approvals at a customer level.
• Baselines and drives customer satisfaction surveys and improvements for the client base working cross functionally to deliver

You

Job Rewards and Benefits