Service Delivery Manager

Reference: VAC-1806
Sector(s): IT, Management, Service Delivery
Salary: £ 50,000 Per Annum
Town/City: Birmingham
Contract Type: Permanent Full-Time

Service Delivery Manager
Permanent, Full-time
Up to £50,000 + Benefits
Birmingham

Our client, a leading organisation within the Information Technology and Services sector is currently seeking an experienced Service Delivery Manager to join its team in Birmingham on a full-time, permanent basis.

This is a critical role where the successful individual will be accountable for a portfolio of high-profile customers in the UK LME business who are contracted for HR and Payroll outsourced services.

Duties & Responsibilities:

  • Generating revenue growth as measured by revenue figures and CSAT survey responses
  • Working in an environment of Continue Service Improvement to develop your customer’s service
  • Taking control of the profit and loss account for your client portfolio
  • Overseeing change control and projects for your client portfolio
  • Ensuring operations for customers are delivered according to the contractual SLAs and where possible exceed this, including compliance requirements
  • Ensuring all customer interactions are undertaken in a professional manner
  • Ensuring resolution to queries/escalations, delivering a good customer experience
  • Producing high quality end user documents including presentations and reports
  • Supporting the Centre Manager in key accounts requiring remediation activities and continuous improvement initiatives

Skills & Experience:

  • Extensive experience in a service delivery role, working to manage high-profile business customers
  • Experienced in managing change and driving growth in accounts
  • Thorough knowledge of contracts and SLA application
  • Knowledge of HR/Payroll software is an advantage
  • Knowledge of ERP packages and process improvement
  • Proficiency in standard office software
  • Good communicator and strong presentation skills
  • Visio and MS Project knowledge skills are desirable
  • Formal CIPP / CIPD qualifications are desirable

This is an exciting opportunity to join a market leading company with over 50 years of expertise. The role is full-time, permanent role working Monday-Friday, 9am – 5.30pm. If you feel this could be the right opportunity for you, please send in your CV or get in touch to find out more information.