Senior Service Delivery Manager

Job Title: Senior Service Delivery ManagerLocation: London (Hybrid, 2 Days Onsite)Job Type: Permanent Summary:We are assisting our client in finding an experienced Senior Service Delivery Manager, in this role you will play a critical role in managing the operational relationship with our clients at an executive level. You will be the trusted point of contact for our clients, responsible for overseeing service escalations, driving client satisfaction, and ensuring service delivery aligns with contractual obligations and client expectations.Key Responsibilities:

• Build and maintain strong relationships with clients at the Executive level.
• Collaborate with internal teams, including Account Management, to enhance client relationships.
• Act as a primary contact for service escalations and provide support during critical incidents.
• Lead Quarterly Business Reviews, aligning our expertise and innovation with the client's IT roadmap.
• Proactively identify potential risks to client retention and coordinate cross-functional efforts to mitigate issues.
• Collaborate cross-functionally to develop best practices and processes for client success.
• Keep clients informed on CX improvement initiatives and progress updates.
• Ensure completeness and accuracy of client documentation, such as the Client Handbook, throughout the contract lifecycle.
• Maintain awareness of client profitability and make informed decisions on charge waivers.
• Ensure alignment of service delivery with contractual entitlements, and mitigate risks related to unsupported equipment.
• Drive account growth by aligning the client’s IT strategy with our solutions, involving relevant Sales Specialists or Solution Architects as needed.
• Present service management offerings during bids and renewals and provide commercial advice.
• Maintain up-to-date knowledge of our products, services, and the role of the Senior SDM.

Key Requirements:

• Current or previous experience in a Service Management role, ideally within the Managed Service Provider industry.
• Proven experience aligning service delivery with contracts and revenue targets.
• Expertise in leading Quarterly Strategic Reviews with senior client contacts, highlighting service performance and identifying IT roadmap opportunities.
• Strong knowledge of Cloud and Infrastructure products and services.
• Key Skills:
• Expert issue resolution and effective escalation management.
• Strong relationship management skills, balancing client satisfaction with commercial objectives.
• Ability to drive cross-functional change to improve CX and implement measurable Service Improvement Plans.
• Clear, articulate communication and presentation skills.
• Diligent in identifying and executing actions required to enhance service delivery within agreed timelines.

This is an exciting opportunity to join a dynamic team that plays a crucial role in our client’s business. You'll work with industry-leading clients and be at the forefront of delivering exceptional service while helping to shape their customer success strategy. If you're a seasoned Service Delivery Manager with a passion for client relationships, submit your CV for consideration now!