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Service Delivery Manager

Capita
Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Become a Service Delivery Manager with Capita Technology Solutions in Glasgow with the ability to work from home or remotely as requirements demandGreat Opportunity to join our service management team to provide a single point of contact for the delivery and overall contractual responsibility for assigned accounts.You will therefore need strong relationship and communication skills to enable to deliver the operational services and ultimately drive service improvement. To be able to interpret the contractual requirements and to contribute to the retention of revenue of the assigned accounts to enable growth for the business.Key Responsibilities

  • Accountable for the overall contractual deliverables of the assigned accounts
  • Build and develop relationships of trust with key customer stakeholders providing the basis for our success
  • To develop, implement and manage the governance framework of assigned accounts
  • To ensure the delivery of Operational Services contractual deliverables - SLAs and KPIs
  • To continually drive Service Improvement across the assigned accounts
  • Ensuring and owning the appropriate communication during client issues and escalations
  • To ensure orders to billing/cash collection is managed end to end (minimize leakage)
  • Ensure the cost base is efficient and maximized in terms of driving underlying profitability and performance (utilization, average cost of labour management)
  • Proactive management of resource days, third party costs and tracking billable margins and mitigating any non-billable spend
  • Understand and drive the contract to ensure we change control appropriately and deliver value for money for our customers
  • Support finance function to ensure working capital and aged debt is collected on time and proactively assist unblocking customer led issues
  • Understanding the cost of Service Delivery and work to reduce.
  • Work in partnership with Account Management in recognising opportunities
  • Final signoff of projects from transition to operational acceptance of assigned accounts
  • Management of risks, issues and dispute resolution liaising with internal departments to solve all commercial problems
  • Accountable for the Customer experience to increase customer satisfaction (CSAT)
  • Generate high Customer loyalty by high customer CSAT, high customer inside knowledge and high customer touch.
  • Deliver balanced reporting of Service achievements
  • Monitoring and reporting on service delivery metrics and overall performance.
  • Coordinating planned changes with customer service, change management and operations.
    • What Youll Bring:
  • Proven experience of Service Management
  • ITIL V3 or V4 Foundation
  • The role will suit a highly motivated and tenacious self- starter
  • Excellent communication and written skills, able to engage people at all levels both internally and externally
  • Comfortable in engaging confidently at a senior executive level
  • Ability to work under pressure and to deadlines
  • Demonstrable Service and some commercial experience within the ICT industry
  • Operating within an ITIL environment
  • Excellent Microsoft Office Skills (Word, Excel, Power Point)
  • Outstanding listening skills and the ability to demonstrate empathy
  • Understand business issues and identify and articulate solutions
  • Ability to deliver an exceptional customer experience every time
  • Acceptance of change and being open minded to new methods in the ever-changing industry
  • Ability to act promptly and decisively when dealing with problems
    • About Capita Technology SolutionsCapita Technology Solutions are a division of Capita plc, delivering a portfolio of IT infrastructure and network solutions covering everything from strategic and technical consulting, through to full outsourced solutions. Were currently one of the top five providers in the industry, and a market leader within the UK public sector with the number one market share in local government, education and health.They are part of Capita Plc, a leading UK provider of technology enabled business services. Were supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We work across such a huge range of businesses and sectors, that youll have the opportunity to grow and develop your career in any number of directions.Whats in it for you
  • A competitive basic salary
  • Holiday
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks fully paid maternity, adoption and shared parental leave…and plenty more
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
    • Youll get the chance to follow your chosen career path anywhere in Capita. Youll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and well provide the support you need to do just that. Our purpose is to create a better outcome for you.What we hope you will do nextHelp us find out more about you by completing our short application process - click apply now.

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