Service Delivery Manager

Overview:

Bell Integration has been in the business of helping companies establish, maintain and grow their IT services since 1996. Our team of hardworking professionals deliver Bell Integration’s multiple services all over the world, and they do it with unmatched efficiency and enthusiasm.

We continue to grow and have over 900 permanent staff employed at our offices in London, Portsmouth, Wokingham, Glasgow, Hyderabad, US, Slovakia and within many of our customers’ sites. Our heritage is in helping businesses to operate their critical technology in a more cost-effective manner, while improving effectiveness in areas such as customer engagement and operational responsiveness.

The purpose of this role is to be the focal contact for the Cloud, Infrastructure and Security (CI&S) practice. You will be responsible for all aspects of the IT professional services delivered to the customer including performance management, stakeholder management, customer onboarding, service level performance and reporting, financial management of the service, customer satisfaction, operational alignment, managing new resource augmentation demand and continual improvement.

Responsibilities:

• Accountability of the services delivered to the customer, ensuring quality and customer satisfaction, and acting as the single point of escalation for all service-related issues
• Managing the relationship with customers to ensure expectations are managed and exceeded, where applicable, SLA’s and KPI’s are achieved.
• Ensuring that customer feedback is captured and shared appropriately to drive high levels of customer satisfaction and supports contiuous services improvement.
• Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
• To manage new customer resource augmentation demands, from the initial qualification stage, through onboarding and into service delivery, ensuring close alignment with the relevant Line of Business and sourcing teams.
• Investigating, reporting, and resolving customer satisfaction issues, ensuring that customer feedback is captured and shared appropriately to support contiuous services improvement.
• Communication of all service-related matters to the customer and internally
• Creation of customer service reports and performing customer service reviews
• Ensure a catalogue of available services, service design and all standard service documentations, including customer facing documents, in accordance with Bell standard polices and processes are created and maintained
• Initiation and delivery of Continual Service Improvement plans to the customer, documenting and distributing plans showing vision, benefits, effort, and action
• Monitoring and reporting the services financial performance; management and accountability of the budget
• Establish a thorough understanding of the customers business, environment, staff, and strategies – identifying opportunities for further growth of service(s)
• Providing insight to the internal leadership team, to represent the customers perception of the services received. 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 and ensuring service introduction processes are followed
• 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
• Working closely with the Sales team and the assigned Account Director / Manager; 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

Qualifications:

• Strong experience of successfully delivering and improving people based services
• Strong people management skills with significant experience onboarding and line managing large groups of remote based resources, including offshore resources.
• Experience performance managing remote based resources, with demonstrable experience in handling difficult conversations to ensure positive outcomes
• Strong communication and influencing skills
• Sound administrative skills, attention to detail and a completer/finisher mentality.
• An understanding of Project Management disciplines and practises.
• Work experience within enterprise-level organisation, preferably in Financial Markets or Telecommunications sectors.
• ITIL Service Delivery / ITIL Foundation understanding
• A good understanding of IT Infrastructure, Cloud computing and Security technologies.
• Good understanding of Information Technology and the associated disciplines, practises, processes, technologies and applications within this wide field.
• Good people-oriented skill – able to apply appropriate – empathy, intuition, to understand motivations, and aspiration.
• Builds and maintains strong internal and external working relationships
• Strong verbal and written communication skills with ability to communicate at all levels of seniority across a variety of different mediums, ensuring all stakeholders are regularly communicated with, appropriate to their need.
• Able to produce reports and represent information and data to a high professional standard.
• Owns and works with others to resolve complex problems by delivering appropriate solutions
• Ability to work under pressure and deliver to timescales within a fluid environment with regularly changing requirements and priorities.
• Experience of supporting others in their personal development through a coaching approach and a passion for continued self-development.
• Understanding of financial management (maintaining a personal budget or P&L).
• Attention to detail coupled with strong organisation skills.
• Demonstrable escalation management and issue resolution experience.
• Process orientated- able to build efficient process and identify process improvements

What we care about:

At Bell, we believe that we are stronger together, and promote an open, collaborative culture where everyone is encouraged to be involved in the shaping of our business.

We value diversity!

We seek to employ a workforce representative of the markets that we serve and work hard to ensure that all of our staff have the opportunity to thrive within a friendly and inclusive environment.

Why join Bell:

Why join bell:

• We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
• Competitive Salary
• Flexible remote working
• A generous company pension
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days!
• Healthcare and dental insurance
• Life assurance
• Cycle to work scheme
• A diverse and inclusive work culture
• Modern vibrant workplaces
• Exclusive discounts with major retailers, discount gym memberships and access to our wellness centre