Service Delivery Manager at Adexen

Company
Our client is a state of the art, Tier III certified data centre offering vendor-neutral colocation services

Job description

•     Accountable for managing service delivery for all the companys’ 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 the companys’ 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 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
•     Maximize channels 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)
•     In conjunction with the Business Development Manager, defines requirements for new services in line with service line strategy, ensures such offerings are professionally introduced, accepted and deliverable.

Requirements

•     A degree in engineering, telecommunications or equivalent.
•     Minimum 8 years’ experience
•     Professional experience in the areas of Data Centre Operations Management and IT infrastructure as well as knowledge of ITIL.
•     Currently Data Centre Managed Services or Service Delivery Manager in the IT infrastructure or telecoms business
•     Must possess demonstrable and measurable success in a similar role in a challenging environment
•     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
•     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, and budget ownership
•     Experience in outsourcing bids, from pre-sales to successful implementation, preferably 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
•     Systems and IT literate
•     Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships.