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Otlo
,
West Malling, Kent
Service Delivery Manager
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Salary: From £45,000 to £50,000 per annum |
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Overview
Otlo is an IT consultancy and managed service provider based in West Malling, Kent. We are looking for an ambitious, passionate and motivated candidate to join our Delivery Team. Our rapidly expanding company offers opportunities for career progression, training and the chance to shape the future of the company’s managed services division. As part of our Delivery Team, the successful candidate will engage with new and existing customers as well as our internal teams and have a broad understanding of service delivery across both hardware and software, ideally with experience within the NHS. You will have the competence to manage your own workload and projects across multiple clients as well as dealing with third party organisations to ensure defined service levels are met and that our clients benefit from high quality services. Responsibilities · The ideal candidate will be managing onboarding and delivering of the service contracts, ensuring that the client expectations are met and exceeded. · Establishing the service delivery plan including creating and controlling the budget and securing appropriate resources. · Accurately reporting on contract and financial status internally and externally in accordance with agreed standards, including providing accurate and timely management summaries. · Identifying, tracking and managing risk, and implementing remedial activities and plans to ensure client expectations continue to be met. The ideal candidate will be required to work effectively across multiple supply channels (eg internal, client, 3rd party suppliers and partners). · Leading and managing mixed and virtual teams (eg dedicated and shared-service resources, off-shore, on-shore, client/partners/suppliers). · Managing the client relationship, planning, scheduling, monitoring and reporting against completion of service objectives and budget. Identifying areas where senior management intervention is required. · Designing and implementing extensive/long-term service improvements to deliver cost savings/margin improvements, improve automation etc · Identifying, applying and reviewing quality and process standards, and keeping up-to-date with best practice. · Understanding and working within changing/ambiguous commercial parameters. · Establishing and maintaining good working client relationships at all levels. · Managing and influencing external (eg client/partner) and internal (eg team and management) stakeholders, including in challenging circumstances. · Challenging deviations from agreements with members, suppliers or customers and agreeing remedial actions which do not threaten the delivery of the service. Ideal Candidate · 5 years experience of a service delivery role within a fast-paced multi-client technology environment. The NHS experience is desirable · 5 years leadership and management experience with demonstrable People, Budgetary and Service delivery responsibility. · Understanding of bid management process and SaaS environment is desirable · Proven track record in leading service delivery teams that include third party partners and directly reporting teams. Within this environment, the successful candidate will have been responsible for the design and agreement of overarching SLA's and monitoring their achievement. · Relevant qualifications in Project and /or Service Delivery As well as a competitive salary, Otlo also have a great benefits package to offer, which includes: · On call allowance · Generous holiday per year · Life assurance · Enhanced Pension scheme · Discretionary company bonus · Free parking and refreshments Due to the location of our customer sites, use of own car for travel is an essential part of this role. This is a fantastic opportunity to work for an established and expanding organisation that appreciates hard work and has a rewarding culture. This job was originally posted as www.totaljobs.com/job/89924819