Job Description

Posted 2 weeks ago

We are seeking a dedicated Service Delivery Manager (SDM) to oversee the contractual deliverables of assigned accounts. In this role, you will be responsible for managing the end-to-end customer service experience, adhering to proper governance for account management, and implementing processes to ensure successful delivery. The Service Delivery Manager will play a pivotal role in ensuring that accounts are delivered within or exceed approved margins.
As a Service Delivery Manager you will:
· Be responsible for the delivery of the managed service – SLA’s (KPI’s), and for driving service improvement initiatives that reduce costs and improve service delivery to the accounts Accountable for overall contractual deliverables of assigned accounts.
· Work with the aligned Account Manager and sales support to recognise new opportunities.
· Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
· Ensure ITIL framework is followed
· Manage both Comms-Care and customer risks relating to delivery of service with appropriate levels of escalation at the right time.
· Responsible for ensuring CSATs are completed monthly.
· Ensure new Services are introduced effectively with appropriate monitoring, metrics and support in place.
· Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
· Ensure that all required documentation is updated as required and stored in the correct location.
· Responsible for management of continual improvement plans across aligned accounts.
· Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
The ideal candidate for this opportunity will have…
· Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience, but not necessarily technical expertise.
· In-depth understanding of the IT Channel, including knowledge of the Reseller & End User relationship dynamics.
· Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, and stakeholders across all organizational levels.
· A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.
· A successful track record in a Customer Service environment, showcasing the ability to manage customer accounts and meet service level agreements effectively.
· Previous experience in service delivery management or a similar role, demonstrating proficiency in overseeing service delivery processes and optimizing client outcomes.
· Strong understanding of account management principles, including the ability to develop and maintain productive client relationships while driving business growth and retention.
About us As the UK’s leading strategic channel-only IT solutions and services provider Comms-care are committed to helping
our partners thrive and grow. We assist over 700 channel partners and support to over 30,000 active support contracts. Comms–care manages all aspects of IT lifecycle, from consultancy, design and implementation to managed services and reactive field support covering technologies such as Routing & Switching, Security, Servers, Desktops, Voice & Unified Communications, and Wireless. A seamless extension to your team, we make it our mission to reduce complexity and work in partnership with you towards a common goal, developing quality technology solutions which add real value to your customer relationships.
Make an application to join the team! Our team is as much about our people as it is our customers and business partners. Our fantastic #oneteam mentality has allowed us to continue delivering phenomenal service to our customers in a predominantly remote based environment We want associates with a strong desire to succeed. We offer a competitive base and benefits package

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