Service Delivery Manager

Role: Service Delivery Manager

Location: Can be hybrid from either our London or Solihull office

Salary: Up to £70,000 + extensive benefits package

About Acora

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Our mission is to unleash the potential of people through amazing IT experiences.

Role Overview

As a Service Delivery Manager you will own the service experience for a portfolio of customers, adding value to key functions within the Service Operations that enable the delivery of a high quality of service.

Role Responsibilities

• Service Management – Helping Acora meet agreed service levels on an ongoing basis for one or more customers (see description below
• Service Transition – Working with the aligned Project Manager and Service Operations to successfully onboard new customers into Acora Service Operations.
• Service Remediation – Owning and managing to conclusion specific identified service defects that require management ownership and leadership in order to effect a positive, lasting change.
• Pro-Active Analysis – Leading and contributing to regular activity to analyse ticket patterns to help the Service Desk team identify to common issues that require Problem Management or identify risks/eliminate false positives based on Event Management data.
• Pro-actively work to support the day to day client relationship and drive customer satisfaction.
• Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.
• Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.
• Service Review attendance and presentation of monthly service report pack.
• Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.
• Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.
• Overview and involvement in Projects as a key stakeholder, including supporting Acceptance Into Support (AIS) activities.
• Act as a stakeholder in CAB, providing input to the process and adding value.
• Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
• Generation of monthly reporting on contractual services, risks and issues.
• Oversight of Onsite Technical Resources where applicaable.

Skills, Knowledge & Experience

• Strong leadership and people management skills.
• Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
• Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.
• Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder.
• Able to demonstrate strong organisational skills and the ability to manage ongoing activity.
• Manage and prioritise tasks/time efficiently and encourage the same in others.
• Able to facilitate, chair and steer meetings to achieve the stated objective/decision.
• An evident passion for good customer service.
• Demonstrate a creative approach to problem solving and conflict resolution.
• ITIL foundation qualification will be advantage.

Check out the link to our website to read more about us - https://acora.com/

What you need to do now . . .

If you would like to be considered for this position and want to be part of a growing & innovative company . . . Click "apply" now.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.

We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!