Service Delivery Manager

at  Robert Walters

This role is perfect for someone who thrives on building relationships and delivering exceptional service. The successful candidate will be responsible for managing a portfolio of customers, ensuring that they recognise the value in the solutions and services provided. This role offers an exciting opportunity to champion a customer-centric culture, drive continuous improvement, and enhance service delivery across the business.

WHAT YOU’LL DO:

As a Service Delivery Manager, you will be at the forefront of our client’s operations, leading the engagement with their valued customers. You will act as a key contact point for operational issues, providing personalised support and coordinating complex efforts to maintain exceptional customer service. Your role will involve identifying, establishing, and maintaining relationships within customer organisations, particularly those in ICT roles. You will also be responsible for presenting detailed operational reports to customers, advocating their needs internally, and driving continuous improvement initiatives within your assigned accounts.

• Manage day-to-day relationships for assigned customer accounts
• Act as the primary escalation point for operational service management issues
• Coordinate with Customer Relationship Managers and Operations Teams for all operation-related activities
• Provide high-quality monthly and quarterly service delivery reporting as required by the customer
• Ensure specific service levels, reporting requirements and other obligations for customers are maintained
• Identify, manage and report on continuous improvement initiatives within assigned accounts

The ideal candidate for this Service Delivery Manager role will bring extensive experience in IT operations and a strong background in ITIL. You should have proven experience in customer-facing or account management roles with a focus on service delivery and service management. Your ability to communicate effectively at all levels, coupled with your exceptional problem-solving abilities, will set you apart. A degree in a relevant field or equivalent experience is essential. Previous experience working with state government agencies would be considered an asset.

• Degree in a relevant field or equivalent experience
• Extensive experience in IT operations
• Experience in customer-facing or account management roles with a focus on service delivery and service management
• Strong ITIL background with ITIL Foundation certification minimum
• Proven track record in customer and/or relationship management
• Exceptional verbal, written, presentation and interpersonal communication skill