Service Delivery Manager

Overview

The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to CoreAzure customers in line with the scope of our support contract. Working for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders and where required drive continuous service improvement for that Customer. They will work closely with the CoreAzure Managed Services Management Team, Account Management, Shared Support capability, Contractors and Third Parties to drive high levels of customer satisfaction and ensure service continuity across the landscape of services.Methods is an established £100m Digital Transformation company, part of the Alten Group, with over 300 colleagues and a focus on transforming public sector and private sector clients through digital technology services.Responsibilities

Act as a Customer liaison between designated Customers and the CoreAzure Managed Services, responding to items or escalating as necessaryEnsure that CoreAzure Managed Services are delivering within the scope of their contract for designated CustomersMonitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service deliveryContribute to SLA Breach Monitoring engaging with the Queue Manager and applying appropriate interventions to avoid breaches where neededPlan and execute Return-to-green plans where Managed Services are not operating within agreed parametersPrepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service DeliveryIdentify and monitor service risks to identify potential issues before taking corrective action to remove or mitigateFlag anticipated increases or decreases of Demand with the CoreAzure Managed Services Management TeamContribute to internal discussions supporting the department-wide continuous improvement strategyManage and monitor Customer-specific Continuous Service Improvement initiatives for designated CustomersIf data is available, work with the Service Improvement Manager to monitor and identify negative CSAT scores, highlighting to CoreAzure Managed Services when this occursCollaborate effectively with the CoreAzure Management Team to achieve the best outcomes for CoreAzureMaintain awareness and consider the balance of cost, quality and customer experience when delivering Managed ServicesBuild and maintain effective professional relationships as required within CoreAzure, with Customers, and with third parties involved in Managed Services operationsAny other duties as and when required commensurate with organisational positionQualifications

Working knowledge of ITIL and experience within an IT Service Management environmentExperience of actively managing the customer experience from a Service Desk perspectiveStrong customer relationship skills, working with senior service management contactsProven experience in building effective relationships with internal and external stakeholders and ability to bring people with youAbility to work under pressure with excellent time management skills to meet tight deadlinesStrong organisation and customer service skills and the ability to multitaskDecision making skills to resolve issues or make recommendationsExcellent attention to detail together with a proactive approach to problem solvingAbility to work independentlyExcellent knowledge of Windows applications and the MS O365 SuiteKnowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)Strong communication and active listening skillsDesirable Requirements

ITIL V3/V4 foundation certification (Intermediate or higher desirable)Knowledge of IT industry and best practices and all relevant industry standardsUnderstanding of Agile Methodology and Project management skillsProficient in the use of the broader Microsoft Office suite, including Project and VisioProven continuous improvement experience from a similar role, including project managementUnderstanding quality service standards and applicable metricsExperience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closurePrevious Managed Service Provider experienceKnowledge on any cloud support projects will be an added advantageSecurity clearance: This role will require you to have or be willing to go through Security Clearance. Onboarding may require completing a Baseline Personnel Security Standard; details are on Gov.UK. If you are unable to meet criteria, employment may be delayed or rejected. Details will be discussed at interview.Methods is passionate about its people; we want colleagues to develop their strengths and enjoy their work.Additional Information

The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to CoreAzure customers in line with our support contract. They work with designated accounts within Managed Services to ensure business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders, and drive continuous service improvement where required. They collaborate with the CoreAzure Managed Services Management Team, Account Management, Shared Support capability, Contractors and Third Parties to achieve high levels of customer satisfaction and service continuity. Methods is part of the Alten Group, with a focus on public-sector and private-sector client work, and a commitment to delivering what is right for our clients.Benefits

Autonomy to develop and grow your skills and experienceBe part of exciting project work that is making a difference in societyStrong, inspiring and thought-provoking leadershipA supportive and collaborative environmentDevelopment - access to LinkedIn Learning, a management development programme, and trainingWellness - 24/7 confidential employee assistance programmeFlexible Working - including home working and part timeSocial - office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causesTime Off - 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days per yearVolunteering - 2 paid days per year to volunteer in our local communities or within a charity ..... full job details .....