Senior Service Delivery Manager

Job description

The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place, and working, for their client(s) to ensure quality is maintained to meet service, and business goals. You will report to Service Delivery Director.

What you'll do

Establish strong relationship with both the client and internal stakeholders, providing a point of contact and escalation for client services. Be accountable for Client Service Reviews, ensuring service actions are completed promptly and that the Client(s) are kept informed of their status and updates. Ensure client roadmap and requirements are understood and effectively communicated; Issue change communications following clients' contractual obligations and Experian guidelines.

Work with project delivery / service acceptance concerning new products and services being deployed to the client so as to assist with successful transition/transformation. Understand the cost to serve and help to increase productivity through service improvements. Ensure that the associated commercial processes for contract management, including business change, are in place and adopted for the clients' account. Lead internal delivery stakeholders as 'one team' ensuring a seamless delivery of services to the client(s) from across the business units.

Ensure all escalations are valid / justified and that the correct channels have been followed before the required escalation. Monitor client feedback, complaints and service risks, implementing appropriate improvement and mitigation plans. Maintain effective governance and regulatory controls, escalating material issues promptly. Provide senior escalation and on-call support where required per the on-call rota, while coaching and supporting colleagues across the Service Delivery Management team.

Qualifications

What we expect you to bring

6+ years of experience in a similar, client-facing role in a global / regional function. ITIL certification and good knowledge of ITSM processes operated within Service Delivery Management and Service Acceptance. Strong client focus and fluency in English. Ability to handle conflict, undertake negotiations, manage resolution, and lead others. Understanding of service strategy and ability to apply this to the needs of Clients.

Understanding of escalation model, including when and how to escalate appropriately, and ability to evidence efforts to resolve before escalation paths are exercised. Ability to communicate at all levels (peers to Exec, internally and externally).

Qualifications

ITIL Service Delivery Management Customer Excellence Relationship Management Service Excellence