Service Delivery Manager

The Barcode Warehouse; Newark on Trent; On-site; GBP 30,000 - 60,000

Job description

The Service Delivery Manager is a significantly customer facing role that ensures customers have a local and dedicated point of contact regarding ongoing service delivery for in production Barcode Managed Service customers.

The Service Delivery Manager (SDM) 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 SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract. The SDM 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 SDM will ensure that should failures in meeting obligations arise, or service failures occur, that the appropriate corrective action is implemented to restore service.

The role requires travel to meet face to face with the customer and their subject matter experts. This role also requires an element of working non-standard hours as part of an on-call Duty Manager roster.

Overall Purpose

• Client relationship, management, and communication with customers to ensure that services delivered meets or exceeds the standards required as specified within the service contract.
• Leading rapid and effective responses to major incidents including escalation, communication, resolution, closure, and post incident analysis.
• Work with Service Ops to identify and drive the resolution of problems throughout the business with a view to reducing the number of incidents, providing an improved service to the customer.
• Continuously looking to enhance the service levels being delivered - involving both customer and Barcode initiatives to improve customer satisfaction and to prevent future issues.
• Ensure the wider Barcode team are aware of the business of our customers and how our Managed Services contribute to their operational success.

Responsibilities

• Provide expert guidance on customer needs and requirements to the appropriate teams within Barcode and assist in their training and knowledge.
• Establish relationships and processes to provide accountability, support, and confidence to customer stakeholders.
• Ensure Service Model documentation aligns with contracts and agreements and is regularly reviewed and updated accordingly.
• Design appropriate metrics for reporting on key performance and quality indicators in relation to service management.
• Carry out regular and structured review and reporting schedules with customers, including formally managed service reviews.
• Examine potential areas for service improvement and raise proposals for the implementation of enhancements.
• Work with customers, account managers and relevant internal parties to scope and assist deliver change requests.
• Develop well-constructed agreements and relationships with third parties delivering in partnership with us to our customers.

Escalation and Incident Management

• To work as part of a team and at times offer guidance to develop, co-ordinate and promote the effective functioning of problem and incident management activities.
• Assist to co-ordinate the rapid and effective handling of major incidents.
• Perform issue analysis using appropriate analytical frameworks or through proactive trend analysis and monitoring to illustrate and explain the problem and solution clearly.

Sales, Product and Customers

• Assist the Sales team in managing the overall relationship with the customers, ensuring they are aware of current issues and opportunities.
• Maintain a strong understanding of the overall functionality of Barcode Products and technology.
• Maintain a strong understanding of the business of our customers – their structure, key personnel, and processes.
• Work on achieving “trusted advisor” status with the customer and identify new business opportunities.

Project Support

• Contribute as required to project activities for smooth integration with current solutions.
• Ensure that the transition at the end of the project from the project phase to the support phase is executed effectively.
• Identify lessons learnt and communicate/share these through the Post Project Review and relevant channels.

Practice and Process

• Ensure service delivery contracts and documentation are up to date and current with relevant business practices/concepts.
• Participation in the evolution of Barcode service offerings towards an ITIL framework managed approach.
• Contribute to companywide process improvement and process development activities.

Expected Outcomes

• Clear definitions (Support Plans) exist for operational service requirements.
• Successful management of the services to pre-agreed levels of service availability.
• Contribution to the development of our Barcode SLA and OLA agreements’ ensuring our internal services integrate cohesively together to deliver the expected outcomes.
• Using service management best practice, well defined high-level service plans (aligned to the agreed quality framework), exist between Barcode and any partner or third-party vendors to deliver client services.
• Accurate, regular service review reports are produced on time for distribution.
• Where relevant capacity planning reviews are in place and ensure service levels are maintained through predicted changes in demand.
• Engagement in regular service review meetings with the client ensures a positive outcome from reviewing targets, obtaining feedback, follow-up actions, and proactive management of service or solution change.
• Based on direct customer feedback and internal evaluation, escalations and Priority 1 Incidents are well managed and communicated on.
• The establishment and maintenance of customer relationships and ensuring customers have a realistic and positive view of Barcode managed services.
• Long term revenue flows and client relationships maintained through the promotion of new products and service extensions (change requests or solution upgrade releases).
• Successful assessment of the operational support and service requirements and implications for new (or potentially new) projects and their on-going needs.
• Up to date and efficient Service Level Agreements are in place for all customers and a continuous process improvement approach is taken on Service Management.
• Analysis of service level trends occurring leading to the implementation of service improvement programs where necessary.

Essential Experience

• Service Management and/or technology solution account management or support experience in an enterprise environment.
• Customer support experience in a large scale and diverse environment, with a particular emphasis on the management of problem management processes, escalation procedures and related disciplines.
• Exposure to helpdesk management systems and processes.
• Experience in service documentation including, M.I reports, service level agreements, service improvement and action logs.

Personal Competencies and Attributes

• Outstanding communication skills with the ability to listen/question, clarify, interpret, and check for understanding, and translate understanding to others.
• Professional and confident with an ability to adapt quickly to the customers’ working environment.
• Enjoys teamwork and contributes to the development of an effective and successful team.
• Highly organized with the ability to plan for short to medium term objectives.
• High attention to detail and ability to work methodically.
• Displays accountability and takes ownership of work responsibilities.
• Possesses resiliency and tenacity - with the ability to move forward through challenges and disappointment.
• Demonstrates agility, with the experience of knowing when process and discipline needs to be tempered with action and response.
• A commitment to quality standards with a focus on continuous improvement and professional development.
• Relationship building - ability to gain and maintain confidence and trust by demonstrating effective and appropriate interpersonal skills with customers, IT and project-based staff or end users.

Desirable Skills and Knowledge

Working experience in the postal, logistics or field service sectors.

• Working experience in mobility software and solutions.
• Experience of working in a service management best practice methodology, ideally ITIL.
• Practice or exposure to project management.

This position description is not intended to be complete or limiting. The role will require a creative and flexible approach to complete tasks that support a rapid and innovative product development environment and may be required to undertake other duties which are broadly in line with above key responsibilities.

Company Benefits

• Paid day off for your birthday.
• Additional annual leave.
• Employee assistance programme.
• Social events.
• Sick pay after qualifying period.
• Paid day off to volunteer.
• Annual Wellbeing Budget.
• Onsite gym.
• Onsite Coffee Shop.

We are an equal opportunities employer and disability confident committed.