Senior Service Delivery Manager

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Role Introduction

As part of the Service Delivery team, the Senior Service Delivery Manager (SSDM) is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations.

Leading the client relationship for service, alongside the Account Manager, the SSDM acts as the single Advanced point of contact for the key customer representatives throughout the lifecycle of the managed services contract and as a supporting influence for less experienced members of the team.

The SSDM is expected to ensure that all aspects of the contractual obligations for their allocated customer(s) are understood by all areas of the business responsible for delivering all or any aspects of the service components. Also, the SSDM will ensure that should failures in meeting obligations arise, or service failures occur, that the appropriate corrective action is implemented to restore service.

What You Will Do

1. Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all times.
2. Undertake the management and oversight of Service Levels in accordance with Service Level Agreements including attending relevant key Customer Third Party Provider service meetings as requested by the Customer.
3. Effective resolution of all escalations raised relating to services provided.
4. Recommend, implement and deliver services management efficiencies that minimise cost of service whilst driving service excellence.
5. Develop, define & measure best practice service offerings in line with clients requirements.
6. Develop clear system requirements to support the delivery of excellent & cost efficient customer service.
7. Ensure effective service governance in accordance with the provisions of Service Level Agreement and Service Schedule.
8. Professionally represent Advanced at all times.
9. Mentor and manage junior members of the Service Management team by exception.
10. Assist Team Managers in improvements to Service Delivery practice.
11. Assist Service Delivery Managers in the creation and implementation of major service correction plans, where required.

What You Will Have

1. Extensive service management experience, including a proven track record in personnel development and management of high profile and complex customers.
2. Excellent appreciation of Service Management methodologies and standards e.g ITIL, SIAM; ideally accredited to Practitioner or Manager standards.
3. Ability to develop and maintain relationships at all levels across multiple geographic locations.
4. Ability to communicate confidently at all levels.
5. Ability to prioritise multiple complex tasks, whilst working to tight deadlines.
6. A commercial appreciation, including the understanding of cost model and the cost of MSP delivery.
7. Experience of driving a "customer excellence" approach.

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.