Service Delivery Manager

We are looking for a dedicated and proactive individual to ensure service excellence for key allocated customers. This role involves building strong relationships with external stakeholders, advocating for customers within FourNet, promptly and thoroughly handling escalations, ensuring adherence to service processes, and providing accurate governance reporting.

Main responsibilities

1. Build and maintain strong relationships with customers. Gain an understanding of their goals and priorities, and collaborate with FourNet teams to meet these objectives, advocating for the customer's best interests.
2. Act as the primary contact for escalations, coordinating with internal teams and third parties while ensuring clear communication.
3. Conduct regular Service Reviews to gather feedback and ensure customer satisfaction, fostering trust through consistent communication and follow-through on commitments.
4. Coordinate cross-functional teams to efficiently resolve escalated issues, providing guidance and support to service teams and liaising with external vendors as needed.
5. Ensure timely and accurate communication with customers throughout the escalation process, keeping them informed of progress, and take ownership of RCA’s and RCA communication.
6. Ensure fulfilment and delivery of contractual obligations by accurately reporting against contractual Service Level Agreements, conducting trend analysis to identify patterns and measure progress, and delivering P1/P2 Root Cause Analysis reports within lead time.
7. Develop and maintain a Continual Service Improvement (CSI) register for assigned customers, prioritising improvement initiatives. Collaborate with customers and FourNet internal teams to ensure initiatives meet customer needs within contractual limits, and work with stakeholders to ensure effective progress and completion. Proactively identify service enhancement opportunities and partner with the Account Management team to recommend and drive continuous improvement and growth.
8. Manage the seamless transition from project delivery to ongoing service by coordinating all required activities with internal and external parties, ensuring tasks completed on time. Maintain up-to-date customer documentation in line with contract requirements, equipping the customer with necessary resources for ongoing support.
9. Facilitate the transfer of knowledge from the project team to support teams, ensuring a seamless and informed transition as the customer moves into live support.
10. Collaborate with the Service Desk to drive SLA compliance, work with the Operational Support Centre manager to enhance service delivery processes, and support the Service Desk in providing efficient customer communication and management. Maintain strong Service Desk relationships with Manchester Office visits and Working Groups.
11. Foster strong relationships with suppliers related to Service Management accounts, manage supplier escalations, and drive Supplier SLA to avoid customer escalation.
12. Possess a strong understanding of customers’ contractual obligations to ensure commitments align with available resources, maintain compliance with customers’ contractual service credit agreements, safeguard FourNet’s commercial interests, and proactively identify and refer opportunities to the Account Development team as appropriate.
13. Collaborate closely with the Account Development team providing input on account and roadmap planning, build strong relationships with aligned Account Directors for a unified approach, and represent the Service Team in Quarterly Business Reviews (QBRs) as needed.
14. Foster a collaborative environment by actively sharing ideas and knowledge to support team goals, contribute to the creation and refinement of documentation and best practices, promote continuous improvement through shared experiences and best practice, and work closely with cross-functional teams to ensure alignment and open communication.

Person Specification

Technical Profile

• ITIL certified – minimum ITIL Foundation certificate
• Experience in a Managed Service environment, preferably 2+ years in a Service Delivery Management role
• Strong service delivery, project management and planning skills
• Experience producing detailed reports and written documents
• Experience using Microsoft applications, Word, Powerpoint, Excel etc

Traits and Behaviours

• Focus on customers – committed to providing the best service to our customers in all that they do
• Working Together – Working co-operatively with colleagues, customers, partners, and suppliers. Gains support from others. Relationship driven and ‘human.’
• Can Do Attitude – Takes personal responsibility for getting things done
• Growth – Proactively seeks ways to improve and grow the business

Personal Attributes/Skills

• Excellent customer service and communication skills, able to build strong relationships
• Customer focused, proactive, collaborative, can do approach
• Strong commercial acumen
• A versatile learner with a strong commitment to professional development
• Good planning and organising skills with a high level of attention to detail and ability to meet strict deadlines

If you’ve got what it takes to be part of our award-winning team apply today!