Service Delivery Manager

at  MLL Telecom Limited

MORE ABOUT US:

UK’s leading Cross-Technology Network Integrator, spanning Fixed, Radio and Mobile 4/5G
Underpin the communication strategies of our customers by ensuring their network infrastructures are optimally designed, developed and maintained within a fast changing environment.
We architect and manage some of the most complex and secure Data / Voice networks in the Public Sector and Mobile Network Operator market.
Our Public Sector team deliver critical network services to the NHS, Emergency Services
Trusted Partner to move NHS sites to a new Health dedicated network environment.
Our Service Provider are a delivery Partner in Vodafone’s Radio network transformation programme.
We are currently the Key Delivery Partner in over 15 major UK network deployments that will enable communication between millions of users in business, the public sector and communities
We want everyone at MLL to ‘Bring their best self to work’ and we do this by asking you to live our value behaviors. We live our values everyday by…

RESPONSIBILITIES:

• Deliver service management and support to large-scale and diverse customers, including taking ownership of incident management, escalation procedures and related disciplines.
• Responsible for service transition from contract award to live service
• Execute service review meetings with customers to review service level reports on a regular basis
• Take accountability to ensure that all customers and internal teams understand the services being delivered and are kept informed of ongoing actions and issues with service
• To be the primary interface for service delivery and operational escalations
• Take ownership of all customer issues and drive resolutions with internal teams accordingly
• Develop, maintain and manage continuous service improvement plans.
• Provide internal performance dashboards on client satisfaction and contract performance
• Own, translate and develop service documents, always amending them accordingly to track changes and reflect current and future services
• Assist Client Directors to drive growth of existing customer accounts through effective reporting, customer temperature checks of accounts and utilisation of MLL technical and operational teams

ACCOUNTABILITY BUILDS TRUST

Accountability requires some kind of honest review to reflect how we are doing against our responsibilities. This is not simply about a contract or project plan, it is about a mindset, an air that is portrayed as ‘we have got this!’