EXPONENTIAL-E

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

JOB DESCRIPTION

Overall purpose of the job:
As the Service Delivery Manager you will be responsible for establishing and maintaining operational relationships with the allocated Client to ensure end-to-end services support and enable current and future business needs.

Key responsibilities for this job:

• Building and maintaining strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction
• Ensuring that Services are delivered in a manner that achieves the service level agreements
• Financial analysis and reporting
• Efficiency and process improvement recommendations internally and externally
• Building and maintaining strong client relationships, and participating in client meetings regarding performance to ensure client satisfaction
• Managing the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded
• Developing strategic relationships with the client, building trust and profile within the Client’s team
• Service review management, planning, preparation, reporting, CSAT management, risk management, major escalation and resolution ownership and reporting
• Identifying upsell and retention opportunities and managing them through to completion with Sales teams
• Managing all associated change management and change control processes within a multi-faceted, highly complex contract framework

• Ensuring that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget

  Knowledge and experience required:

• Experience within a Service Delivery Management / Client relations role

• Experience working within a B2B client facing role
• Strong stakeholder manager skills
• Presentation skills

Desirable knowledge and experience:

• Experience working in the IT/Telecoms industry
• Understanding of ITIL process, incident management, change management and problem management

• Building and maintaining strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction
• Ensuring that Services are delivered in a manner that achieves the service level agreements
• Financial analysis and reporting
• Efficiency and process improvement recommendations internally and externally
• Building and maintaining strong client relationships, and participating in client meetings regarding performance to ensure client satisfaction
• Managing the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded
• Developing strategic relationships with the client, building trust and profile within the Client’s team
• Service review management, planning, preparation, reporting, CSAT management, risk management, major escalation and resolution ownership and reporting
• Identifying upsell and retention opportunities and managing them through to completion with Sales teams
• Managing all associated change management and change control processes within a multi-faceted, highly complex contract framework
• Ensuring that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budge