Our client works across the globe partnering with blue-chip organisations across a wide range of sectors delivering technology that helps increase productivity, efficiency and profitability.
Service Delivery Manager opportunity:
Service Delivery Manager - Responsibilities and duties:
- The primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through to renewal.
- Act as a trusted advisor to key client stakeholders, including making commercial recommendations for the optimisation of customer environments.
- Act as a communications liaison between Technical Support, PMO & Client.
- Proactively responding to client escalations.
- Working with the wider team to continuously improve client experience.
- Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives.
- Create, run manage & maintain service review meetings with customers on a scheduled basis
- Participate in training, mentoring and support of colleagues – including onboarding and best practice development.
- Help run, monitor manage and maintain the licensing requirements for customers
Service Delivery Manager - PMO:
- Engage and collaborate with the broader PMO team.
- Support Senior Project Managers and act as an escalation or alternate contact when required.
Service Delivery Manager - Client Delivery:
- Support to the Head of Client Delivery and the Chief Strategy Officer
- Identify and progress with support from marketing Client Success Stories to capture and document.
- Act as an SME and Informed Internal Customer for the Service Desk and Support Organisation to ensure required standards are met.
- Support bid activity and engagement with prospective MSP clients.
Service Delivery Manager - Partners:
- Manage key partner relationships such as those focused on licensing for our clients.
- Work with the Chief Strategy Officer and the Finance team to ensure commercial alignment.
Service Delivery Manager - Desired Skills:
- Experience working with brand image and promoting value through customer experience.
- Previous experience with M365 MSPs
- Exceptional ability to communicate and foster positive business relationships.
- Technical appreciation
- Accountability and personal organization are essential.
- An understanding of customers concerns and thoughts regarding the use of products, and the ability to align the correct resources as required.
Service Delivery Manager - Qualifications and Future Prospects:
- Management or service delivery qualifications desirable
- Microsoft certification in foundation areas desirable but not necessary
- SC Cleared or willing to go through SC Clearance
Forward Assist Recruitment is operating as an employment agency. Forward Assist Recruitment is an Equal Opportunities employer; we welcome applicants from all backgrounds