Acting as the focal contact for Bell you will be responsible for all aspects of the service delivered to the customer including the support teams’ day to day activities and performance, stakeholder management, service level performance and reporting, financial management of the service, customer satisfaction, operational alignment, line management (where appropriate) and continual improvement.

Service Delivery:

• Managing the relationship with clients to ensure that expectations are managed and exceeded, acting as the single point of escalation for all service-related issues; at times the Service Delivery Manager may be required to be available for out of hours escalations for critical customer issues
• Accountability of the services delivered to the customer, ensuring quality and client satisfaction
• Ensure a catalogue of available services is created and maintained, service level agreements are complete and cost effective, service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
• SLA’s and KPI’s are achieved in line with customer requirements
• Monitoring and reporting the services financial performance; management and accountability of the budget
• Creating and maintaining customer facing documentation
• Creation of customer service reports and performing customer service reviews
• Ensure a thorough understanding of customers business, environment, staff, and strategies – identifying opportunities for extending business opportunities
• Interfacing with the internal leadership team to ensure awareness of changing business needs, communicate regarding current performance of the service and routine reporting
• Identifying and managing any interdependencies between projects and service delivery following service introduction processes
• Investigating, reporting, and resolving customer satisfaction issues
• Supporting new customer and/or service transition activities
• Communication of all service-related matters to the customer and internally
• Initiation and delivery of Continual Service Improvement plans to the customer, documenting and distributing plans showing vision, benefits, effort, and action
• Ensure compliance to Service Management processes and procedures
• Understanding and maintaining information related to the impact on the Customer’s business of any outages (such as upcoming critical periods or key events etc.)
• Receiving, reviewing, and agreeing the level of service delivered by vendors, including the management of penalties and rewards if part of the contract
• Receiving, processing, and identifying change requests from the client and internal parties
• Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services
• Ensure that operational methods, procedures, facilities, and tools are established, reviewed, and maintained
• Negotiate with relevant parties in respect of disruptions and major amendments to the provision of services
• Support business change, ensuring that stakeholders understand available IT services, and promotes financial and commercial awareness to deliver value-for-money
• Conduct analysis of demand for services, influencing stakeholders to ensure necessary investments are made to deliver services
• Negotiate at senior level on technical or commercial issues, ensuring all parties understand and agree on meeting needs
• Monitor relationships including lessons learned and appropriate feedback, initiating improvement in services, products, and systems

Leadership:

• Day to day management of the support teams’ activities, performance, and availability
• Perform recruitment activities associated with customer staffing requirements
• Provide leadership, mentoring and support to resources for assigned services to ensure overall success of the service engagement
• Line management of direct reports; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives and training plans
• Identify training requirements, provide mentorship to the team and peers in the organization where needed
• Foster and promote continuous improvement, demonstrating appropriate background and service-related experience

• 5+ years’ experience within a service delivery / operations capacity
• Prior experience in working for a managed service provider is desired but not essential
• Strong ITIL exposure with accompanying certified accreditation
• Excellent communication, presentation, facilitation, and negotiation skills are required for this role
• A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services
• Demonstrated people management experience, leading, and motivating successful teams
• Strategic business planning with the ability to translate business requirements into individual, team, and departmental objectives
• Experience with leading infrastructure and support vendors
• Experience in developing and implementing effective processes
• Commercial experience of managing P&Ls with effective and profitable control
• Self-motivated and flexible and able to work well with multiple service deliverables
• Leadership, motivation, and line management skills; supporting others in their personal development through a coaching approach and a passion for continued self-development
• Open to new ideas and adaptable to customer, team, and organisational requirements
• Ability to travel to customer sites is essential