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Service Delivery Manager

  • Salary: £60000 - £61000 per annum + 60000 (negotiable)
  • Job type: Permanent
  • Location: Belfast, County Antrim
  • Sector: Change Management
  • Date posted: 06/11/2017
  • Job reference: J376799A
  • The Service Delivery Manager will assist the client to identify maintenance and support related trends through analysis and review of incidents and to develop proactive improvement plans to reduce the impact.
  • The Service Delivery Manager provides leadership, management and technical insight/overview to members of the Support team.
  • The Service Delivery Manager is responsible for the overall satisfaction of the the client with all aspects of maintenance and services provided as defined in the SOW.
  • The Service Delivery Manager is responsible for communications with the clients management and for creation of monthly performance reports and action plans when performance falls below expected objectives.
  • Drive actions to improve customer satisfaction and act as the single point of contact (SPOC) for the services delivered by the support teams
  • Attend weekly meetings with client, their delivery teams and third parties as agreed
  • Act as the single point of contact for new service requests
  • Manage the procedures, processes and hardware and software support service delivery teams.
  • Help manage change activities as per the agreed Change Management Procedure documented in the Support Plan.
  • Manage the overall Service delivery as defined in the SOW and agreed and documented in the support plan
  • Provide monthly SLA performance reports (analysis, recommendations, continuous improvements).
  • Coordinate delivery resources to achieve the agreed Service Levels;.
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