Senior Service Delivery Manager
About usWe deliver our customers end-to-end IT and telecommunications solutions from corporate voice and data networks to full-spectrum IT solutions and business process outsourcing. Our local and global expertise in information and communications technology coupled with our extensive investments in world leading ICT solutions position us as true leaders in our field. With offices in London, Milton Keynes and Hatfield and other satellite sites across the UK, we make sure we remain close to our customers. And, with extensive reach across the globe, we can also meet their demands on an international scale. Key accountabilitiesDirects Production and account leads. Develops demand forecasts with account teams so that Production can plan and deliver end-to-end services. Works with Production to interpret and plan projects or workload forecasts. Maintains accountability for account-specific service problems and for prioritising work requests. Ensures service level agreements are met. Creates and manages the account/business unit costDuties and ResponsibilitiesEconomic / Financial Responsibility Manages account/business unit related budgets and expenditures to ensure they are appropriately funded, coordinated, and managed according to the guidelines/constraints of approved resource allocations. Drives cost competitiveness to support financial goals. Helps identify new business opportunities and enables the Sales team to get the growth.
The SDM is: ? Part of SDM management team ? Responsible for local management of customer relations and customer expectations including further development of existing business ? Focusing on all elements of Contract and Service Level Management and optimization ? Responsible for planning, forecasting and reaching the commercial targets of the respective customer ? In charge of a comprehensive E-2-E steering of services (clear End-to-End responsibility in the customer's value creation process) ? Creating synergies through uniform development of cross service-line focused products and solutions ? Enabling local skills and competencies ? Strongly cooperating with internal and external delivery parties in all phases of the delivery agreement to ensure a maximum of efficiency ? The overall responsible for guaranteeing lead incident-, lead problem-, change- and escalation management - this especially means providing leadership and ownership and resolve any escalations or breakdown in process ? In charge of having a sufficient quality monitoring on contractual base in cooperation with production and sales ? Ensuring that the Service Level Management processes and tool sets are effectively implemented, maintained and aligned with client reporting requirements ? In conjunction with the customer own the overall IT service continuity strategy, process and appropriate plans. Challenge existing methods of delivery & sourcing and innovate so that productivity improves and costs reduce ? Regularly communicating to customer's information from our standardized reporting ? When required management of employee relations matters and working with HR on employee topics ? When required develop employee motivation and manage career development for medium sized teams ? Is recognised as an expert within the organisation, both within and beyond own function ? Anticipates internal and/or external business challenges and/or regulatory issues; recommends process, product or service improvements ? Solves unique and complex problems that have a broad impact on the business ? Contributes to the development of functional strategy ? Leads project teams to achieve milestones and objectives ? Operates with no supervision in a complex environment
Improve the service delivery consistently in time, quality and costs ? Plan and implement of all measurements to ensure an ongoing optimization of production costs ? Implement a smooth process of conflict and escalation management
Customer Client management - interfacing with CIO/direct report of CIO Customer focus - multiple exposures within client space Business development - developed a number of business opportunities by working with the sales team to build pipe line Negotiating Skills - been part of or led a contract award or re-negotiation Delivery assurance - led medium to large cross tower contracts Contract management - accountable for large single tower or cross tower contracts Finance P&L Management - has experience of managing a budget of up to £20 million Budget & Forecast Planning - produced a number of budget and forecasts and up to value of £20 million Measurement & Reporting - completed complex/reporting for a range of customers and is competent at presenting these to senior management Risk Management -has vast experience of managing risks and is typically a risk champion People Influencing others - can demonstrate multiple incidences of influencing decision makers internally and externally. Conflict Management -has had exposure to managing conflict at peer level and had limited experience at a senior level. Communication & presentation skills - is a rounded communicator and is confident at presenting and credible at senior management level. Performance Management - has experience in dealing with difficult situations when required. Motivating others - has vast experience in peers in motivating teams across the business and some experience in motivating senior employees. Leadership Account Management (setting vision, strategy and priority) - experience of up to £20 million and some experience of vision planning Business Acumen - had good knowledge of IT outsourcing industry and is highly aware of the trends of the IT industry and customer sectors.
Advantage xPO is in the top 1% of staffing companies in the world. With a truly global footprint. Advantage xPO specialises in recruitment outsourcing. Working with some of the leading employers around the world, Advantage offers global contract and permanent career opportunities across a wide range of industries and sectors.
Advantage xPO: services offered are those of an employment agency for permanent work and/or employment business for the supply of contract/temporary work.