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Service Delivery Manager
Version 1
Remote, GBR
Full-time
Senior · 8+ years experience
Remote
Discovered 2 weeks ago
MicrosoftAWSOracleRed HatOutSystemsSnowflake
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Roles & Responsibilities
- Service Reporting: Produce both customer and internal service reporting.
- Service Reviews: Conduct regular reviews with customers.
- Customer Management: Handle escalations, issues, problems, and requirements.
- Financial Management: Oversee invoicing and financial aspects of assigned accounts.
- Forecasting: Perform monthly forecasting of project costs and revenue, understanding gaps and putting corrective measures in place, as appropriate.
- Compliance: Ensure ISO20000 compliance and best practices.
- Service Improvement: Identify and implement continual service improvement initiatives.
- Risk Management: Manage business risk and ensure business continuity.
- Customer Satisfaction: Achieve targets and drive improvement initiatives.
- Business Development: Explore and drive opportunities for new or additional work within existing customers.
Qualifications, Essential skills and Experience
- Experience: 8+ years in Service Delivery Management.
- Language: Fluency in English.
- Communication: Strong verbal and written communication skills.
- Customer Service: Proven experience in customer service and relationship management.
- Analytical Skills: Strong analytical abilities.
- Revenue Generation: Track record of driving revenue opportunities.
- Process Orientation: Ability to work within a process-driven environment.
- Forecasting: Experience in monthly forecasting of financials.
- Initiative: Self-starter with the ability to drive assignments and escalate when necessary.
- Teamwork: Team player with a strong customer-centric ethos.
- ITIL Skills: ITIL v4 certified with strong skills in Service Design, Operations and Transition
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