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Job Details: Service Delivery Manger

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Service Delivery Manger
Acora Overview
Acora has 25 years’ experience of delivering a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy.

Acora is the UK’s number-one managed service provider also ranked in the top five globally, it serves mid-market customers (500-5,000 users) across the world in a wide range of industries and sectors with over 300 clients by our side and as champions of premium experience-led IT Services, we stand ready to challenge our industry and the status quo. Acora has its Head Office in Burgess Hill, West Sussex as well as other locations in the UK and globally including Bletchley, London, Solihull, Bath, Cape Town and Kuala Lumpur. We have recently joined forces with Secrutiny and Computer Service Centre taking our total group staff numbers to over 500 and adding Bournemouth, Newbury and Norwich to our office locations.

Our Vision
To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years.
Our Values
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers;

Be the best you can be.
We do what we say.
Together we win.
As a Service Delivery Manager, you will own the service experience of one or more allocated customers, adding value to key functions within the Service Operations department that enable the delivery of a high quality of service.
Your time will be spent across the following areas:
•Service Management – Helping Acora meet agreed service levels on an ongoing basis for one or more customers (see description below)
•Service Transition – Working with the aligned Project Manager and Service Operations to successfully onboard new customers into Acora Service Operations. This may be a customer you will have ongoing responsibility for or a time-bound engagement, typically the first three months of live service.
•Service Remediation – Owning and managing to conclusion specific identified service defects that require management ownership and leadership in order to effect a positive, lasting change.
•Pro-Active Analysis – Leading and contributing to regular activity to analyse ticket patterns to help the Service Desk team identify to common issues that require Problem Management or identify risks/eliminate false positives based on Event Management data.
•This position is a customer facing role and requires that you establish and manage expectations within your customer portfolio in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.
•Pro-actively work to support the day to day client relationship and drive customer satisfaction.
•Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.
•Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.
•Service Review attendance and presentation of monthly service report pack.
•Owning and managing any annual client external audit activity where included in the Master Services Agreement.
•Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.
•Identify areas of further service development and liaise with the Account Director to raise sales opportunities as they arise.
•Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.
•Overview and involvement in Projects as a key stakeholder, including supporting Acceptance Into Support (AIS) activities.
•Own to conclusion any operational escalations or formal complaints.
•Act as a stakeholder in CAB, providing input to the process and adding value.
•Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
•Generation of monthly reporting on contractual services, risks and issues.
•Oversight of Onsite Technical Resources where applicable.
•Strong leadership and people management skills.
•An evident passion for good customer service.
•Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder.
•Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers.
•Manage and prioritise tasks/time efficiently and encourage the same in others.
•Able to facilitate, chair and steer meetings to achieve the stated objective/decision.
•Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
•ITIL foundation qualification will be advantage.
•Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.
•Willingness to support and mentor junior members of the team.
•Demonstrate a creative approach to problem solving and conflict resolution