Service Delivery Manager

Build excellent relationships with both customers and internal SCC stakeholders and be a collaborative partner with other internal departments to deliver the best possible customer experience.

Contribute to Account Plans for customers within the portfolio.

Engage with stakeholders in the transition lifecycle stage for the implementation, transformation/addition and retirement of services and assist with the definition and creation of any associated AIS requirements mitigating/managing any identified risks as appropriate.

Be fully conversant with the signed contract and its operational translation and seek to remove any ambiguity.

Ensure billing information for the services delivered is accurate and executed, including where there is a variable element. Work with Customer Success and/or Account Management teams to respond to any queries, or proposed changes (such as re-baselining) as required.

Work with SCC operational and primary stakeholders (Customer and internal functions) in context of contractual commitments, manage service credit/penalty scenarios, negotiating where appropriate to reduce risk of financial exposure/losses on P&L.

Continually review cost model/delivery approach to drive down the cost of delivery.

Work with stakeholders (customer and internal functions), using Best Practice Methodologies, Continual Service Improvement (CSI) in context of contractual/commercial commitments and SLAs, to manage and improve the customer perception. Measure the improvement by the agreed SCC satisfaction rating/scoring/benchmark process.

Develop and contribute to Service Improvement initiatives and CSI Plans, with measurable KPIs and drive through agreed implementations or corrective alignment to services.

Own/contribute to Continuous Service Improvement Plans (CSIPS) and agreed measurements.

Work with the appropriate stakeholder teams to ensure that the standard SCC SMS reporting tools and service tool sets deliver the appropriate/defined contracted customer service reporting at agreed frequencies.

Ensure operational Service risks are captured on the Service Risk Register and treated accordingly. Ensure Customer Success and Account Management teams are informed where such risks present a material threat to the quality of the service provided, along with any proposed mitigations.

Financial know-how in managing and tracking financial profitability of customer accounts, identify opportunities for cost optimisation.

Knowledge of Managed Services methodologies (KPIs, Processes, Improvements).

Knowledge in managing and controlling the operation of formal contracts for the supply of products and services.

Customer facing experience and ability to communicate effectively at the appropriate levels, internally and externally with customers.

Ability to manage multiple tasks in an accurate and timely manner, often against deadlines.

Excellent written and verbal communication skills.

Ability to translate and communicate business requirements and service requirements/specifications to varying levels of audience.

Data Analysis - ability to organise, interpret, structure and present data into useful information that provides context for the data.

Relevant knowledge in the overall concepts, processes, policies, and methods associated with the Continual Service Improvement phase of the Service Lifecycle.

Great problem-solving skills.

Possess skills in mediation, active listening and negotiating win-win outcomes.

Strategic thinking - ability to understand the bigger picture to uncover potential challenges and opportunities for the long term and turning these into a compelling vision for action.

Good Word, PowerPoint, and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.