The main responsibilities of this role are:
- Managing a new service global resourcing service
- P&L Responsibility for the Services you manage
- Developing and maintaining relationships with assigned clients
- Ensuring that SLAs are in place with assigned clients and ensuring that the Services are delivered within SLA
- Provide advice and guidance on process matters concerning the provision of the Services
- Ensuring all processes including onboarding and offboarding are in place and adhered to
- To ensure that the Services operate to ITIL Best Practice recommendations and provide advice and guidance relating to industry best practices in Service Delivery and Service Support disciplines
- Analysis of data generated by the Service (i.e. Number of site visits, SLAs met etc.) to identify trends leading to improvements in the service delivery function and/ or additional revenue opportunities
- Assisting with the Transition of new customers
- Monitoring customer satisfaction levels, responding to queries and any complaints, escalating where necessary and ensuring that the corrective action is performed as required
To be successful, candidates will need:
- Experience working for or with in a Systems integrator
- Experience with an a global resourcing organisation
- Strong customer relationship management skills and commercial acumen
- Excellent supplier management skills ensure value for money
- ITIL qualification to Foundation level and Expert level in at least one discipline
- Experience as a Service Delivery Manager in an IT Service Provider environment
- Excellent written and verbal communication skills
- An ability to influence others, coaching staff to change their behaviour in ways which positively affect the Service outcomes
- Experience managing budgets, assessing value and identifying ways to increase profit margins without compromising quality
- Excellent analytical and reporting skills to enable expert-level trend analysis, service reporting, financial
- Pro-active management of their assigned accounts
