Job Description

Posted 7 days ago

Our client works across the globe partnering with blue-chip organisations across a wide range of sectors delivering technology that helps increase productivity, efficiency and profitability.
Service Delivery Manager opportunity:
Service Delivery Manager – Responsibilities and duties:
* The primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through to renewal.
* Act as a trusted advisor to key client stakeholders, including making commercial recommendations for the optimisation of customer environments.
* Act as a communications liaison between Technical Support, PMO & Client.
* Proactively responding to client escalations.
* Working with the wider team to continuously improve client experience.
* Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives.
* Create, run manage & maintain service review meetings with customers on a scheduled basis
* Participate in training, mentoring and support of colleagues – including onboarding and best practice development.
* Help run, monitor manage and maintain the licensing requirements for customers
Service Delivery Manager – PMO:
* Engage and collaborate with the broader PMO team.
* Support Senior Project Managers and act as an escalation or alternate contact when required.
Service Delivery Manager – Client Delivery:
* Support to the Head of Client Delivery and the Chief Strategy Officer
* Identify and progress with support from marketing Client Success Stories to capture and document.
* Act as an SME and Informed Internal Customer for the Service Desk and Support Organisation to ensure required standards are met.
* Support bid activity and engagement with prospective MSP clients.
Service Delivery Manager – Partners:
* Manage key partner relationships such as those focused on licensing for our clients.
* Work with the Chief Strategy Officer and the Finance team to ensure commercial alignment.
Service Delivery Manager – Desired Skills:
* Experience working with brand image and promoting value through customer experience.
* Previous experience with M365 MSPs
* Exceptional ability to communicate and foster positive business relationships.
* Technical appreciation
* Accountability and personal organization are essential.
* An understanding of customers concerns and thoughts regarding the use of products, and the ability to align the correct resources as required.
Service Delivery Manager – Qualifications and Future Prospects:
* Management or service delivery qualifications desirable
* Microsoft certification in foundation areas desirable but not necessary
* SC Cleared or willing to go through SC Clearance
Forward Assist Recruitment is operating as an employment agency. Forward Assist Recruitment is an Equal Opportunities employer; we welcome applicants from all backgrounds

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