Service Delivery manager

Job Description

THE ROLE Key responsibilities The Service Delivery Manager is a vital role within Agilisys and this role will ensure the overall delivery commitments, aligned to Managed Services contrac tual commitments, are achieved. Specific duties Depending on the project, you will need to be comfortable doing the following: Managing the relationship within your accounts. Support, lead, and involvement in transitioning new services from projects to Business as Usual (BAU) through liaison with Service Transition teams. Ensure effective operating process and procedure documentation is in place and maintained to ensure customer reporting is accurate whilst managing customer expectations. Ensure contracted Service Level Agreements (SLAs) are achieved and client expectations are met (or exceeded). Build relationships with major clients, supporting the various Agilisys services for growth, whilst ensuring quality and profitability are performed to agreed SLAs. Attending or leading client Service Reviews to support the Service Directors covering customer performance, service improvements, quality, and processes. Own and drive service consistency within your customers and maintain an overall picture of the services under management for the client and how they interact with that service. In conjunction with the Service Director, stimulate & define requirements for additional services as part of an account development strategy. Help ensure that such services are professionally introduced & accepted. Own and proactively manage overall customer satisfaction, including the management of 3rd parties and suppliers under Agilisys direct control. Support the design and implementation of Service Reporting and process improvements to the Managed Services function including adoption of AI (Artificial Intelligence), greater automation, tooling and improved processes and increasing capabilities in technology. Support the corporate championing of future digital innovation across customers and services. Drive continual service improvement to ensure optimal future service delivery. Opportunity This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. As a Service Delivery Manager, you will have the opportunity to work with a diverse range of clients, driving service excellence and continuous improvement. ABOUT YOU The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essenti al to being successful in this role. The Ideal Candidate Minimum 1-3 years of service delivery management experience in large operations and clients. Knowledge of delivery to public sector organisations is highly desirable. Demonstrable evidence of capacity to operate and influence complex service delivery; managing and prioritising a high workload and multiple issues and tasks in a changing environment with tight deadlines. Has experience of, or exposure to, structural change or transformation programmes across departments whilst maintaining contract adherence, monitoring and reporting, and delivering value propositions. Managing customer stakeholders and delivery risks Certification in ITIL Service Management (minimum ITIL v3) Ability to work and collaborate effectively across multiple teams and stakeholder groups including cross-functional teams. Understanding of operational risk management, information security (ISO27001), and service compliance.