Service Delivery Manager
Hybrid Working - 2/3 days in office (Cardiff)
Salary: Up to £65,000 + benefits
CPS is working with a leading IT technology consulting business in search of a Service Delivery Manager to join their rapidly expanding team based in Cardiff.
Situated within the Managed Services Department, which falls under the parent Professional Services Department, this role holds significant management impact, focusing on creating enthusiastic customers and driving them towards customer success. Responsibilities include fostering and maintaining effective relationships within our customer base, serving as their advocate, and striving to enhance service quality through relationship building, metric monitoring, operational reviews, and clear communication.
The ideal candidate will have experience working with diverse customer levels and service offerings. They will also have a track record of managing escalations end-to-end to achieve optimal resolutions and implementing measures to minimise future escalations.
Responsibilities
Lead multiple Managed Services engagements with a varied range of size, complexity, and services.
Build strong client relationships which foster a partnering approach to Service Delivery client-reported
Monitor the day-to-day operation of our client services using ITIL processes e.g. Incident, Request, Problem, Event, Change Management and Release Management.
Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with Service Level Agreements.
Imparting the Knowledge and understanding of all relevant industry standards.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Experience Required
Strong working knowledge of ITIL and demonstrable experience across key processes such as Incident, Request, Problem, Event, Change Management, and Release Management.
Previous experience in Service Delivery Management, ideally working with enterprise-level customers within a managed service function.
Exceptional relationship and Third-Party management skills.
Background in MSP operations would be advantageous.
Contact Zach Bennett - CPS Group UK
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