Senior Service Desk Manager

Job Title: Senior Service Delivery Manager (London)

Description
Our client is an award-winning International Managed Services Provider looking for an experienced Senior Service Delivery Manager to join their growing team at their offices in London. The role will champion a culture of service excellence for the “OnTrack” managed services division of the business in both the UK and Oceania. This is a key role within the business that will be focused on developing, growing, and scaling a world-class service delivery operation. They offer a range of managed and professional services which focus on matching customer requirements to innovative technologies, delivering truly positive business outcomes within Microsoft Cloud and Infrastructure.

Key Accountabilities

1. Leadership, Management and Accountability (LMA)
2. Customer Retention
3. Profitability
4. Efficiency
5. Customer NPS
6. Service Delivery Management
7. Service Planning and Improvement
8. Customer Experience

Responsibilities

1. Work with Technical Success Managers to develop and maintain strong and effective relationships with senior stakeholders within our customer base.
2. Developing and implementing strategies to ensure high levels of customer retention are achieved and maintained.
3. Manage, optimise and coordinate all aspects of service delivery across the 4 key delivery areas of the “OnTrack” managed services division.
4. Prepare and participate in service reviews of key accounts/customers in collaboration with Technology Success Managers.
5. Act as a senior escalation point for service issues, managing through to resolution.
6. Develop Service Design and Improvement strategies as part of a continual service improvement plan.
7. Act as the authority on Customer Experience within the division, ensuring that the customer journey from project delivery, through to on-boarding and ongoing service delivery is of the highest standards.
8. Work with Technology Success Managers to meet company NPS targets.
9. Work with Technology Success Managers to develop customer roadmaps and seek out opportunities to increase MRR and project revenue.
10. Ensure that all “OnTrack” service delivery areas operate to high levels of efficiency and profitability.
11. Provide day-to-day leadership, management, and development of the teams, ensuring high levels of employee engagement.
12. Regular reporting on “OnTrack” managed services performance to the Operations Director.

Skills & Experience

1. At least 5+ years in a service delivery management role (ideally within the managed services sector).
2. Extensive Service Management Experience gained within a complex Managed Services environment.
3. Demonstrable expertise in the implementation of the ITIL framework (ideally qualified to ITIL v3 Practitioner Level).
4. Excellent written and oral communication and ability to communicate/present to C-Suite level executives.
5. Develops trust and positive relationships with all stakeholders, peers, and direct reports.
6. Easily adapts to changing requirements and needs.
7. Client-centric, always puts the customer at the heart of everything we do.
8. Strong leadership and management skills, with experience in managing both technical and non-technical team members.
9. Proficient in the design and implementation of Customer Experience Strategies.
10. Highly self-motivated individual who is used to working in a fast-paced environment.
11. Strong commercial acumen, with a focus on efficiency and profitability.
12. Strong data manipulation and analytical skills.

Location/Travel
Primarily working from our head office in London (South Quay) – however, travel may be required to client sites around London.