Service Delivery Manager

Location: Sutton Coldfield
Job Type: Permanent
Discipline: Specialist Roles
Reference: IAT30384
Salary: £55000 - £60000 per annum, Benefits: Car + Pension + lots more
One of the West Midlands most amazing technology companies are expanding again and are looking for a key person to help with a massive transformation from traditional software applications to move to a cloud environment.

This is a office based client facing role and will require the applicant to attend meetings across the UK. We would expect up to 50% or more of your time will be based on clients sites. You will need to hold a UK driving licence and this is not a home based role.

The Service Delivery Manager role focuses on maintaining good relationships with clients and improving the company’s services to keep them satisfied. The role will resolve problems, manage performance and control the quality of service delivery resulting in high levels of customer satisfaction which are

Your role will involve
* Understand the business change programme
* Maintain a good working relationships with customers
* Report on service performance
* Work closely with Customer Services colleagues
* Ensure good levels of service delivery are maintained throughout the ‘Project’ and ‘Support’ lifecycle’
* Work closely with the sales team
* To ensure sales teams are aware of business opportunities with customers
* Work closely with Product Teams
* Ensure customer needs are progressed satisfactorily

Your Responsibilities:
* Represent the company at Service Reviews ensuring interests are well represented and customer feedback is reviewed and actioned.
* Drive internal and third party service review meetings covering performance, service improvements, quality and processes
* Understands customer’s needs and concerns, responding promptly and effectively
* The monitoring of the overall service against SLA and the identification and instigation of any corrective action necessary
* Provide regular and accurate reporting of management information to the company and designated customers.
* The reporting of information relating to the financial process to ensure timely billing of customers
* The management and delivery of services not covered by a Project Manager
* Provide commercial information to customers relating to product and services
* Provide clear details and instructions on the nature of the assignment to the companies resources
* Take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
* Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
* Lead Service Improvement Plans and ensure actions are followed through to completion in a timely manner
* Champion Delivery and Support in projects and develop a strong understanding of projects impacting your service area, ensuring service impact is minimised and agreed

The ideal person will have the following
* A solid back ground in Software Service Delivery
* Excellent written and verbal communication skills
* Recent experience of working in a software organisation
* Hands on person
* Experience of working with multiple large organisations at a senior level

It is a advantage in you have
* Any Service Delivery Management experience
* Experience of working on Cloud technology

This is a brand new position to make your own. You will offered a role to work with the latest tech with some of the UK's most exciting companies. There is massive scope for promotion and to grow a team. With an excellent package you will also have a company car

When submitting your application to Colossus Associates, please ensure you have your correct phone number and email address so we can contact you asap regarding your application. For confidentiality purposes, please remove any reference contact phone number's and email address details from your CV.