Service Delivery Manager Job in Reading RG16NY, Home Counties UK

My client, a technical organisation based near Reading, is seeking an experienced Service Delivery Manager to manage high profile customer situations and relationships at a variety of levels both internally and externally. You will maintain consistently high levels of customer satisfaction whilst proactively managing high priority support incidents through to successful resolution.

Duties include:

• To be accountable for change management within the context of the support contract
• To deliver and manage regular reporting and reviews
• To review contract material to determine impact of SLAs and support terms and conditions
• To demonstrate excellent business management by renewing accounts on time, supporting upsell into target accounts and realising additional revenue opportunities
• To have a strong understanding of the support requirements of designated accounts and match the service delivery accordingly
• Engage closely with the account team working towards achieving the overall business objectives
• To make a significant difference to company business from process review and change management to executing the vision of the business
• To continually strive to achieve efficiency gains in delivering the services
• To manage and exploit new technology or methodologies manage the customer's changing requirements

Skills and Abilities:

• Proactive approach to delivering service
• Demonstrable evidence of effective problem solving skills in complex support incidents
• Negotiation and conflict management skills
• Excellent relationship skills - the ability to build positive relationships with clients technical and business personnel
• Excellent communication skills in written and oral presentation material
• Ability to demonstrate leadership qualities within virtual teams and multi-party environments
• Experience of working with strategic customers (FTSE 100)
• Exposure to corporate executives and business critical situations
• IT experience in the service delivery management areas

Personnel Requirement:

• Preferably holding prior knowledge of Service Management disciplines and an understanding of ITIL best practice
• Qualified to a minimum of ITIL Foundation
• Preferably degree level education although significant experience and track record with tertiary qualifications would be acceptable
• Driver with clean license

Contact Tamika at Berry Recruitment Oxford for more details