Service Delivery Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Ensure that the contractual service levels are achieved or surpassed through proactive monitoring and issue management.

• Facilitate regular service reviews, presenting performance reports and driving initiatives for service enhancement.

• Serve as the main operational contact for key customer accounts, guaranteeing consistent service delivery and customer satisfaction.

• Work collaboratively with internal teams and partners to ensure service delivery aligns with customer expectations and the evolving needs of the business.

• Partner closely with Account Management to ensure coherence between service delivery and commercial strategies, aiding in customer retention, renewals, and growth opportunities.

• Foster a positive customer experience by actively collecting, analyzing, and responding to customer feedback to enhance service quality and strengthen relationships.

• Provide the Head of Service Delivery with regular account management updates and service insights to aid in strategic decision-making and continuous improvement efforts.

• Deliver monthly performance reports that detail Mitel’s performance within the SLA.

• Collaborate with Commercial, Account Management, and Renewals Teams to ensure that renewals are secured profitably.

• Monitor and manage contract margins actively, identifying and implementing cost efficiencies while maintaining service quality.

• Work with commercial and finance teams to ensure accurate billing and profitability.

⛳️ Requirements

• Customer-Centric Mindset – dedicated to delivering value and positive results for the customer.

• Customer Relationship Management – capable of building strong, trust-based relationships with customers and serving as their advocate within the organization.

• ITIL Framework Knowledge – foundational understanding of best practices in service management, specifically in Service Management and General Management Practices.

• Commercial Awareness – grasp of the financial components of contract management, including cost management, budget forecasting, and profitability analysis.

• Effective Communication – able to communicate clearly with customers, internal teams, and stakeholders through reporting, service reviews, and proactive discussions.

• Growth Mindset – demonstrates a willingness to embrace feedback, pursue continuous improvement, and proactively develop new skills to meet changing customer and business needs.

• Full UK Driving License.

• May necessitate out-of-hours work when required.

🏝️ Benefits

• We believe that diversity is essential for our business, our customers, and our future. We appreciate different perspectives, skills, and experiences, and encourage applications from all segments of the community.