Service Delivery Manager

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Service Delivery Manager (Contact Centre)

An exciting opportunity has arisen for a Customer facing Service Delivery to join an expanding business who are a market leader in their sector offering outsourced IT services across Contact Centres, Infrastructure, Cloud Storage, Network Connectivity / UC and Cyber Security.

This role will be based on client site in South Birmingham although some travel to quarterly meetings is to be expected. You will be the SDM overseeing a number of contact centres across a number of disciplines, including, IT, HR, Procurement and Finance. You will be customer focused and be a confident individual when dealing with clients. Previous service delivery / account management will be ideal. ITIL certification is expected but not essential if you are already familiar with the framework and have working knowledge.

Responsibilities will include;Regular monthly and quarterly Service management reportsBuilding excellent rapport across your portfolio of clientsRegular interaction, Service reviews and communication with clients around incidents and resolution / actions takenOversee Incident Management across your clients as an escalation and key point of contactOwning the request for services and change management process for client accounts and associated costs or charges.Owning opportunities to improve or generate new services to clients as the range of services expands, working closely with the sales team, bonus payments availableWork across multiple departments internally to drive Continuous ImprovementTransition of new services and projects into live and BAU working alongside Project managersWorking with external vendors / suppliers to ensure that the onward Service levels will be maintained, managing meeting professionally with documented notes and action points.This is an excellent opportunity for someone to move into a company who put themselves and the customer at the heart of what they do, it will suit somebody who has been in the role of Service Lead, Service delivery manager, SDM, Client Account Manager and wants to either take their next step or move to a progressive and forward thinking company.