Service Delivery Manager
Location: Whitstable
Salary: up to £40k DOE
VR/02941R

This is a unique role where you will Champion Service Delivery and be the central point of contact for our client's portfolio of Managed Services Clients. You will be responsible for ensuring that Service Delivery is not just being met but being exceeded. You will establish relationships between the clients and the wider Team and focus on developing the long-term relationships.
Customer Satisfaction
· Be the point of contact for customers for service escalation and commercial requests
· Monitor service level and contracted commitments and escalated SLA issues internally, taking ownership of service delivery issues.
· Presenting relevant service reports to clients and internal managers
· Responsibility for informative and timely communication to clients and directors in all elements of account development.
· Assisting with the management of client financial matters, in line with the internal finance procedures, and encouraging client payments via Direct Debit
· Taking ownership of all account management tickets within the company CRM and ensuring timely resolution of customer requests and issues.
· Attending client and internal meetings such as strategic reviews and new opportunity discussion. Ensuring that appropriate pre and post meeting documentation is created / collated, and distributed prior to and post meeting. Ensuring that action points are clearly communicated and carried out by either internal staff, or the client where necessary.

Portfolio Value
· Ensuring that clients have a defined, documented, and agreed road map for technical improvement and refresh
· Managing, documenting and owning the customer service catalogue, ensuring full documentation and risk management is handled and agreed with clients
· Identifying uplift and sales opportunities within accounts based on client’s specific needs and aligning to the company’s product sets.
· Acting as a lead within project delivery, working with technical staff to manage and deliver projects for clients, and ensuring that milestones are met, and communication plans are adhered to
· Applying the principals of continual service improvement to ensure that clients' technology and service offerings are aligned to their needs and growth plans
· Managing the purchase of hardware, licenses or services in line with the companies purchasing guidelines and approved suppliers. Ensuring that received items are fully recorded within the company's CRM, and goods and licenses are dispatched to customers in a timely manner.
· Working proactively to increase revenue and minimise cost.
· Following up with proposals regarding the solutions discussed

Profitability
· Monitoring profitability drivers and analysing ticket time against revenue
· Managing internal and external factors
· Agreeing service or commercial adjustments to achieve profitability within acceptable tolerance

General Duties
· Working against predefined and agreed key performance indicators to ensure client satisfaction, commercial growth, and company stability.
· Where the company does not have an appropriate product to fit the clients needs, working with directors to identify a suitable solution, and ensuring this is embedded within the support services.
· Any other duties within the competency of the post holder as requested by management

Skills, Experience, and Knowledge
· Relevant managed service experience.
· Be analytical and numerate
· Be exceptionally well organised and plan your time accordingly
· An ability to work under pressure and to tight deadlines
· Experience of working with clients across a broad range of market sectors.
· Be able to build relationships with clients.
· An ability to demonstrate strong project management experience and skills
· Experience of managing multiple requests and a high workload.
· Experience within a client/customer services environment
· Have a positive, engaging personality.
· A commitment to delivering excellent customer service
· A working knowledge of the ITIL principals
· A background and understanding in technology and a working knowledge of the Microsoft Technology stack and hosted products