Service Delivery Manager - Customer Facing

  • Location:

    Luton, Bedfordshire

  • Sector:


  • Job type:


  • Salary:

    £40000 - £45000 per annum + car allowance + bens

  • Job ref:


  • Published:

    29 days ago

  • Start date:


  • Client:

    Undisclosed Company

Service Manager / Account Manager

An exciting opportunity has arisen for a client / customer facing Service Delivery and Account Manager to join an expanding business who are a market leader in their sector offering outsourced IT services across Infrastructure, Cloud Storage, Network Connectivity / UC and Cyber Security.

This role will be based at the head office in Luton with limited travel to client sites although some travel to quarterly meetings is to be expected.

You will be customer focused and be a confident individual when dealing with clients, managing your own diary and multiple accounts. Previous service delivery / account management will be ideal. ITIL certification is a nice to have but not essential if you are already familiar with the framework and have working knowledge.
Responsibilities will include;

  • Regular monthly and quarterly Service management reports
  • Building excellent rapport across your portfolio of clients
  • Regular interaction, Service reviews and communication with clients around incidents and resolution / actions taken
  • Oversee Incident Management across your clients as an escalation and key point of contact
  • Owning the request for services and change management process for client accounts and associated costs or charges.
  • Owning opportunities to improve or generate new services to clients as the range of services expands, working closely with the sales team, bonus payments available
  • Work across multiple departments internally to drive Continuous Improvement
  • Identify opportunities to up-sell services
  • Transition of new services and projects into live and BAU working alongside Project managers
  • Working with external vendors / suppliers to ensure that the onward Service levels will be maintained, managing meeting professionally with documented notes and action points.

This is an excellent opportunity for someone to move into a company who put themselves and the customer at the heart of what they do, it will suit somebody who has been in the role of Service Lead, Service delivery manager, SDM, Client Account Manager and wants to either take their next step or move to a progressive and forward thinking company. Please call Mark on 0121 712 8719 for more details.

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