Service Delivery Manager

Full Time Greater London IT Job Pro UK

This role can be performed remotely, however applicants must live in the UK and have the right to work in this country
The Service Delivery Manager / Technical Account Manager acts as a primary interface with our key client relationships or ‘strategic accounts. Capable of forming considered, responsive & effective technical relationships with our customers at a stakeholder level, you'll enable our customers to gain maximum benefit from their partnership with Optimity by helping them gain a detailed understanding of their own technical environments.
Account reporting & relationship development:
* Producing weekly and monthly client status reports detailing time used, tickets, monitoring reports and any incident reports.
* Assist with design & process of incident management, request fulfilment and change management processes to increase client satisfaction.
* Managing any escalated service issues with passion and urgency.
* Act as a ‘strategic account’ stakeholder escalation point with CIO & Technical Account Lead.
* Generate ‘strategic account’ metrics working with CIO & Technical Account Lead.
* Continually look for areas of improvement and deliver these to the customers.
* Consistent contact with ‘strategic accounts’ via telephone/video call/email. To keep our customers close and for us to be able to proactively react to their needs & obtain service desk feedback.
* Quality control on all ‘strategic account’ customer service communication across all channels.
* Chair & help run the monthly service reviews with ‘strategic accounts’ / alongside Service Director & CIO.
* Maintain in-depth product knowledge of the service offerings of the company.
Opportunity development:
* Attend first contact meetings with prospective customers to ensure service management processes are understood & presented.
* Interact with new clients on boarding and responsible for the service desk UAT.
Workflow & best practices development:
* Assist the Procurement Officer with the quoting and purchasing platform and to help educate its use across the IT team.
* Assist with management across the team to enforce a customer first mentality.
* Consult & inform executive management with ‘strategic account’ management issues / feedback & opportunities.
This list is not exhaustive and may change as per company’s needs.
* 3 years technical & commercial experience of the service provider & managed services market, segmentation, channel & partner offers, packaging and strategies.
* 5 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing.
* Demonstrable ITIL background & certification.
* Experience with reporting and generating service level agreement (SLA) & key performance indicators (KPI) metrics from service management platforms e.g., Zendesk, FreshService, ConnectWise etc.
* Feed-back on issues with current services and provide input around new / alternative solutions & platforms.
* Be an ambassador for brand Optimity, striving to deliver service excellence across the range of Optimity IT services & solutions.
* Ability to identify and present solutions to problems having a strong problem-solving mentality.
* Able to adapt to an ever-changing environment while being able to remain focused and not lose sight of strategic goals.
* A high level of work independence is necessary while being able to be supportive and provide direction based on company initiative.
* Strong verbal and written communication and IT fluency.
* In-depth knowledge of the industry and its current events and technological developments.
* The ability to handle pressure and meet deadlines.
* 3 years technical & commercial experience of the service provider & managed services market, segmentation, channel & partner offers, packaging and strategies.
* Degree educated or equivalent in a science or business subject.
* Knowledge of Salesforce, ConnectWise, etc

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