Job description
Service Delivery Manager
Our client, an IT company based in Dublin are looking for a Service Delivery Manager to act as the main point of contact and support for their city centre client.
What's on offer:
- A competitive salary-65k DOE
- Career Progression & development opportunities
- Increased Annual Leave with service
- Regular company sponsored social events
The Ideal Candidate:
- Do you have 2 years'+ experience as a Service Delivery/Operations Lead?
- Do you have a background in Technical Support and Customer Relationship Management?
- Have you got a track record of successfully managing projects?
- An ITIL Qualification is required
- Experience tracking, managing and reporting on KPIs and SLAs is essential
The role:
- Provide regular status reports and organise Service reviews with the customer to review performance
- Ensure all products and services are in line with agreed Service Level Agreements (SLAs)
- Work with the Support desk to ensure a high level of service is met and monitor KPIs
- Follow up on all customer meetings with detailed action list
- Prepare detailed customer reports showing key statistics
- Act as the key point of contact to the Customer for all service-related issues
- Adhere to ITIL processes
- Monitor and assess risks
- Ensure all incidents, issues or problems are resolved according to agreed service levels
- Introduce, deliver and promote continuous improvement initiatives
- Ensure all system documentation is accurate and up to date
- Manage and deliver change implementation where required
- Manage customer complaints and escalations
If you are a highly communicative, experienced Service Delivery Manager with a track record of managing key customers, we would love to hear from you. Please send your CV to me directly at [email protected].
