Service Delivery Manager

Service Delivery Manager (Anaplan Managed Service)

Take the next step in your career now, scroll down to read the full role description and make your application.Role OpportunityWe are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses.?This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.Reports to:

Head of Managed Services/CareLocation:

Hybrid – mixture of remote working and travelling to customer site approx. x2 days per weekDirect Reports:

N/APackage:

TBAJob DescriptionYou will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and well-positioned for renewal.Accountabilities and KPIsReporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.Responsibilities highlights:Service Management and OperationsEnsure that service delivery aligns with the agreed

Service Level Agreements (SLAs)

and

Key Performance Indicators (KPIs) .Oversee the

incident management ,

problem resolution , and

change management

processes related to Anaplan support.Monitor

ticket trends , identifying recurring issues and ensuring proactive resolution to reduce future incidents.Client Relationship and Stakeholder ManagementAct as the

primary point of contact

between the client and the managed service team.Conduct

regular service reviews

with the client to discuss performance, improvements, and upcoming requirements.Gather and translate business needs into actionable

enhancements or new Anaplan models .Manage

escalations , ensuring critical issues are addressed promptly and keeping the client informed of resolutions.Collaboration and CoordinationCoordinate with the

Care support team , ensuring workloads are balanced and high-priority issues are addressed promptly.Collaborate with our technical consultants to implement system improvements and new features.Governance and ReportingMaintain

service performance reports , highlighting trends, SLAs, and areas for improvement.Provide

quarterly or monthly service reviews , presenting insights on ticket volumes, response times, and system enhancements.Understand and apply the

processes and structures

that ensure the

smooth running

of the Care customer support experience.Financial and Commercial ManagementTrack

service consumption

against contracts and ensure service delivery remains within agreed budgets.Identify and propose

upsell or additional service opportunities .Assist in contract renewals and

service scope discussions

with clients.Key Pre-requisitesEssential:Minimum

3 Years

experience in Service Delivery Management

within a

Managed Services or SaaS environment .Proven ability to

manage client relationships , ensuring high levels of satisfaction and engagement.Knowledge of

ITIL processes

within the service operation and transition layers.Ability to

analyse service performance metrics

and drive continuous improvements.Excellent

communication and stakeholder management skills .Desirable:Conversational knowledge of

Anaplan , including model maintenance and best practicesAnaplan certification (Model Builder) is a plus.Strong leadership skills, with the ability to manage and mentor technical teams.Experience with

automation tools

and

process optimisation

in a cloud-based environment.Company policy statementPlease note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment. ..... full job details .....