Junior Service Delivery Manager

Role Description: This role would suit an energetic customer focussed individual with the ability to interpret data methodically and accurately.
Location: Wembley, London
Required: Unrestricted right to work in UK
Status: Permanent / Full Time

1. Main Purpose of the Role

To provide optimal value to the business by:

  • Fulfilling a mainly desk based service delivery role by supporting the Service Delivery Managers and attending customer service reviews under the direction of your line manager
  • Providing a business reporting and analytics function within the Transputec Service Desk and Service Delivery teams
  • Creating and maintaining a comprehensive and where possible automated reporting for both customer facing and Internal reporting
  • Providing excellent customer service to all client engagement ensuring customer expectation is exceeded

 

2. Main Duties and Responsibilities

When directed take responsibility for providing service delivery tasks with allocated customers. These tasks include, but are not limited to:

  • Monthly report creation, despatch and review (via conference call or on-site meeting)
  • Provide an escalation point for customer support or service issues including complaints
  • Owning customer accounts and customer experience for smaller clients
  • Working with the Transputec accounts team to identify statistics and items that have chargeable implications
  • Maintaining of the Transputec continuous service improvement plan
  • Updating customer action trackers, complaint logs and service improvement actions
  • Maintain periodic and ad-hoc SLA reports and statistics from the ITSM and other ITSM tools
  • Any other statistic or information requested by the customer or Transputec on an ad-hoc or monthly basis
  • Work with the head of service delivery to fulfil all administrative and reporting tasks
  • Create Ad-hoc reports as required
  • Ensure corporate branding standards are maintained throughout the reports and documents
  • Provide in full, or assist in providing, reports to aid in business development and service performance
  • Escalate high profile or complex issues identified during report creation with a potential business or reputational risk such as SLA breaches
  • Liaising with 3rd party suppliers where their information is required to complete Transputec report
  • Create and maintain an area in SharePoint where reports are stored and shared within the business
  • To perform any other duty as seen fit and reasonably requested by management to ensure Transputec remains a customer focused, trusted and profitable.
  • Be prepared to work outside of normal office hours according to the needs of the business

 

3. Personal Skills:

  • Exemplary customer service skills
  • Excellent communication skills both written and verbal
  • Awareness of some ITSM tools and other CRM systems
  • The ability to engage with customers at high level face to face meetings
  • A 'Can do' attitude

 

4. Essential Skills:

Essential:

  • A 'Customer First' service ethos
  • Working knowledge of Excel (intermediate or advance)
  • Ability to communicate effectively with colleagues and customers
  • Ability to articulate well with colleagues and customers, including during differences of opinion
  • Attention to detail
  • Maintain agile approach to work
  • An aptitude for calculations and reasoning
  • Demonstrate and encourage teamwork whenever appropriate
  • Pursuit of excellence in own work and from team

 

5. Desirable Skills and Qualifications:

  • ITIL Certification
  • Knowledge for ITSM tools
  • Power BI
  • Macro writing (Excel)

All our vacancies require the applicant to have the unrestricted right to work in the UK.