Position:

Service Delivery Manager

Location: Southern Region

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FourNet is one of the UK’s most successful cloud and managed services providers.  We have grown year on year for the last 15 years, have won multiple awards and work with some of the most secure, critical, and commercially driven organisations in the UK.

This role is a key customer interfacing position within Fournet. The Service Delivery Manager will be responsible for managing the service delivery to assigned customers, ensuring operational and service excellence is achieved at every point in the Managed Service lifecycle and that the services are commensurate with the customers SLAs, as well as upholding the continuous improvement of service quality and customer satisfaction.

Scope of responsibilities

  • Delivering a customer focused service delivery engagement model to Fournet customers, becoming a trusted advisor to the customer.
  • Being a customer advocate for ITIL operating processes and procedures, namely Incident Management, Problem Management, Service Request Management and Change Management.
  • Being a service escalation contact in support of the customer and the Fournet service desk.
  • Producing service reports to an agreed frequency and to present them at service reviews. Using ESP and Salesforce for producing the service reports.
  • Produce technical analytical reports showing trend analysis.
  • Attending services reviews to an agreed frequency and ad-hoc customer meetings as required.
  • Proactively monitor customer cases and to assist in their resolution if necessary.
  • Identifying areas for service improvement and service innovation. (CSI)
  • Developing customer relationships and identifying opportunities for improvement and development.
  • Producing and updating processes and procedures, including associated documentation.
  • Providing Priority-1 Route Cause Analysis reports.
  • Providing ad-hoc reports as required.
  • Transitioning identified Fournet customers from project delivery into service.
  • Ensuring appropriate SLAs and KPIs are implemented and achieved.
  • Responsibility to ensure personal learning and development is maintained, and a full understanding of our products and services to ensure you are comfortable in Fournet solutions.

Technical Profile

  • ITIL certified – minimum ITIL Foundation certificate
  • Experience in a Managed Service environment, preferably within a Contact Centre
  • Demonstrated ability delivering Unified Communication and Contact Centre solutions – preferably with Avaya
  • Strong service delivery, project management and planning skills
  • Experience producing detailed reports and written documents
  • Experience using Microsoft applications, Word, Powerpoint, Excel etc.

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

Traits and Behaviour

  • 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

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.

 

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

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