Remote

Not Specified

Permanent

Please Select

Home
Vacancies
Service Delivery Manager (Pegasus)

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Service Delivery Manager

Location: SCC Site (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £47,000 - £52,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.30 pm Monday – Friday

Interview Process: 2-stage process

Why SCC?

An inclusive workplace
Excellent package: solid basic and company benefits
Hybrid working & core hours in line with role requirements
Career development and life-long learning opportunities
Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

The Service Delivery Manager Level 2 (SDM2) role manages a single large strategic customer or a portfolio of Customer accounts that are representative of Highly Complex, Strategic or Accounts within the TOP 40 classification with annual account revenues up to £4m per annum.

Success in this role will be demonstrated through managing provisioned SCC services to contracted service levels delivering a high level of customer satisfaction underpinned by CSI (Continuous Service Improvement) initiatives and developing a value-add proposition. Ultimately, ensuring customer retention, growth and transformation is delivered over the contract period.

The SDM2 fully understands the contract, commercials and SLA’s/KPI’s within their Customer portfolio and supports the understanding of these within the wider SCC business.

The SDM2 works closely alongside the aligned Account Manager on account planning and growth across all Customers in their portfolio.

The SDM2 is a key customer advocate, acting as the voice of the customer internally. The role requires the ability to develop, grow and nurture positive relationships with the designated Customer organisation, suppliers and internal delivery functions.

The SDM2 is likely to have several direct reports and is further accountable for delivering Performance Reviews, recruitment activities, meeting retention targets, day to day management

The SDM2 is a champion of the Customer First value on aligned accounts and is accountable for fully engaging the customer(s) on the Customer Experience improvement journey with the aim of continually improving customer satisfaction at all levels across the customer base

Key responsibilities:

Account Management

Enable and contribute to the population of the Account Plans, as an account team in partnership with the Sales Team
Enable and advise Service Managers / Sales Account Managers in development of opportunities to extend, negotiate and expand the SCC undertaking and drive incremental revenue.
Understand the Customers business, the Account plans and SCC Company Strategy
Ensure, advise and influence peers &Service Management with Account management to provide a consistent approach and to assist with opportunities
Act as a customer advocate and a strong voice of the customer internally
Work collaboratively with Account managers and senior management in the Sales team in order to build relationships with key internal stakeholders and to drive customer growth and profitability.
Understand the Customers business, the Account plans and SCC Company Strategy
Build excellent relationships with both customers and internal SCC stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
Act as an escalation point for the customer
Take ownership of account issues and escalations to facilitate progress and resolution with stakeholders and functional units. Ensure Senior Service Management are advised of major service issues (to minimise surprise and exposure)

Financial, Commercial & Contract Management

Ensures commercial / service charges are managed and invoiced in line with financial cadence
Oversee the management of Service Credit negotiations
Management of the underlying cost of Service as defined in the agreed Service Cost Model
Continually review cost model/delivery approach to drive down the cost of delivery
Ensure and apply an understanding of SCC financial models that control the P&L, margin and cost base
Oversee the day-to-day contract mechanics (such as management of change (CCN) – variations to contract) through to conclusion and approval
Provide support to Service Managers/Account management in renewals and extensions
Engage with Service Design to ensure that Design and Cost models are fit for purpose
Engage with contract negotiations and transition to ensure the Service Delivery requirements are encompassed in new customer contracts. Ensure the opportunities to extend, negotiate or expand the SCC undertaking and drive of incremental revenue are reported through to the appropriate level of management
Provide SCC stakeholder functions with the required financial / flash reporting for accounts under stewardship, identifying any outstanding reserves, expected provisions and any associated penalty / credit scenarios
Ensure timely and accurate finance forecasting to support Service Managers in the Financial Governance processes
Identify and advise on any nominated accounts where no or insufficient Service management Funding is being received and work with Service and Account Management as appropriate to agree corrective action
Working with Operational teams and primary stakeholders in the context of contractual commitments to manage service credit/penalties and notifying management of any such impending likelihood via the agreed governance & reporting mechanism

Service Improvement & Value Creation

Initiate and manage workstreams in relation to the management of continuous improvement and customer perception.
The SDM will adhere to the process of generating and distribution of Customer satisfaction surveys and ensure the collation of responses are effectively managed.
The SDM will measure and advise on the customer satisfaction for all aligned customers on a regular basis
The SDM will review Customer satisfaction feedback to ensure that appropriate service improvement actions are captured and recorded on the Service Improvement plan to initiate and influence customer discussion to progress the resolution of these actions.
The SDM, will work with customers and internal stakeholders, to initiate and influence the outcome of Critical Success Factors that reflect the agreed service improvements and ensure that they can be appropriately measured via KPIs or other measures.
The SDM will initiate and influence customer discussion in relation to SCC initiatives and opportunities for additional services, early contract renewal and/or transformation
The SDM will work to initiate and influence customer discussion to increase the value-add proposition by understanding their requirements and what they perceive as value from the SCC
Responsible for the identification of cost reduction areas where appropriate for both SCC and the Customer
Working with stakeholders to initiate and influence the development of an appropriate communications plan that reports, updates and provides relevant feedback channels as part of the CSI initiative and enhances customer participation / engagement.

Operational Contract Management

Ensure that the portfolio of customer contracts and its operational translation are fully understood and conversant. Work internally and with the customer to advise and remove any ambiguity.
Demonstrate ability to engage, initiate and influence change.
Ensure that the sign off Request for Change and associated risks both internally and with the Customer. Sign off high risk or large change.
Ensure active involvement in on boarding the customer and in finalising the contract.
Take an active role in overseeing the transition into service for new Customers and additional services, ensuring AIS is completed, and any known risks are managed.
Ensure effective and early lines of communication with Projects and Transition to mitigate potential impact to live service.
Ensure consistent process and documentation across the team. Work with other SSM/SDMs to ensure this is consistent across the department.
Working with stakeholders (Customer and internal functions), assist in Major Incidents and providing support in getting stakeholder functions to deliver resolution, work arounds and associated customer update / communications at an agreed frequency.
Working with stakeholders (Customer and internal functions), to provide management support with stakeholder 3rd party suppliers that underpin any contractual performance measures or deliverables / services to SCC Customers.
Ensure all appropriate teams are actively involved in on boarding new contractual requirements & overseeing the transition into service for additional services, ensuring AIS is completed, and any known risks are managed
Ensures Service Quality measurements are in place and a service excellence ethos promoted
Acts as initial escalation point for Customers on BAU issues
Organises and Chair Service Review meetings

Customer Experience Strategy

Be fully conversant with the Customer First programme and support in line with Business Strategy from key areas of the programme:
Voice of Customer – ensure we understand customer view of the company & the services we deliver and have a roadmap to address
Customer Experience Strategy – ensure we have a fully documented & agreed customer strategy
Customer Satisfaction – drive and support the business tragedy target in response rate and target measures

Reporting & Governance

Own and manintain Continuous Service Improvement (CSI) and Service Improvement Plans ( SIP ) working with SMs / client for each account
Ensure working with the appropriate stakeholder teams, that standard SCC tool sets deliver the appropriate / defined contracted customer service reporting at agreed frequencies
Ensure the correct governance framework and cadence are in place with each customer
Ensure Stakeholder alignment to the agreed governance
Ensure agreed performance statistics and reporting are provided to the customer
Ensure that agendas, minutes, actions and associated reporting requirements are implemented and maintained.
Completes agendas, minutes, actions, and associated reporting
Work with SMO to ensure full adherence with any audit requirements in line with ISO9001, 20000 & 27001 compliance

Skills and experience:

At least 4 years’ experience managing a portfolio of accounts of Complex / Strategic standing
Strong business and commercial experience and a good understanding of managing customer P&L
Experience of end-to-end contract management
Proven ability to manage the SIP and CSI processes for a customer portfolio
Knowledge of managed services methodologies
Good understanding of the IT industry, infrastructure systems and hosting
Experience of working within/aligning to an ITIL environment
Experience of AIS (Acceptance into Service) for managed service/projects
Strong business and commercial experience and a good understanding of managing a customer P&L
Experienced at managing small teams either directly or virtually
Excellent customer facing experience and customer service skills
Ability to inspire and motivate others
Ability to interface with senior stakeholders regularly (internally and with customers)
Ability to manage multiple tasks in an accurate and timely manner, often against tight deadlines
Ability to communicate effectively at the appropriate levels, internally and externally
Ability to influence at all levels. Able to effectively handle customer relationships and negotiations
Ability to translate and communicate business requirements and service requirements / specifications to varying levels of audience
Excellent written and verbal communication skills
Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations
Track record in delivering on a customer service model
Track record of high performance and achievement
Support cross functional collaboration to maximise customer satisfaction
Embraces the Business strategy and adoption across teams
Able to work out of hours and on weekends as required
Flexible with location and able to travel
Direct or indirect line management experience and responsible for performance management and appraisals
Full UK Driving License and able to travel

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life

Apply

Other jobs like this

Similar