Service Delivery Manager at Jagal Group

Responsibilities:

•     Accountable for managing service delivery for all RC Channel Partners ·
•     Provides a focus for SLA management and customer satisfaction across the relevant customer base.
•     Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
•     Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
•     Be able to evidence these savings across relevant customer base
•     Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Rack Centre Service Delivery governance guidance ·
•      Ensures resources, capabilities and capacity to meet both existing and new business demand ·
•     Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
•     Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other Rack Centre service partners and suppliers to ensure a seamless end-to-end delivery of service for clients ·
•     Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution ·
•      Motivates, develops and mentors other service delivery employees and managers where relevant ·
•      Maximizes Channel Partners growth opportunities ·
•      Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability ·
•      Provides support to new business opportunities.
•     Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
•      Strong client focus – ability to operate at prime customer contact level typically at senior manager/director level ·
•      Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment ·
•      Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
•      Strong development focus - advocate of developing employees, teams and the business ·
•      Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment
•      Strong commercial and financial awareness, monitoring, co-ordination and budget ownership ·
•      Experience in outsourcing bids, from pre-sales to successful implementation, preferably including in an international setting ·
•     Thorough understanding of customer’s business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements ·
•     Strong communicator at all levels
•     Systems and IT literate ·
•     Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
•     Relevant university degree and/or professional qualifications (e.g. ITIL and PMP)
•     Role model in performance standards and demonstrates and champions behaviour that is in line with HPOE