Service Delivery Manager

SF Recruitment are working with a business based in Coventry who is looking for a Service Delivery Manager to join the team
Fully Remote Working
£31,000

The Position
We are looking for a proactive, experienced, and knowledgeable person to be responsible for supporting our business and large growth customers. You will be responsible for managing all service delivery aspects of your accounts, the SLA performance and all associated reporting and data. Your logical and systematic approach will help create, implement and develop efficiencies across the operational process.

Specific responsibilities:
- Drive process execution and identify continual improvement opportunities
- Manage day to day operational processes and associated relationships as a key contact
- Create schedules and process flows to reflect the operation and services we carry out
- Monitor SLA and service performance across the accounts
- Manage and execute any required service delivery plans
- Responsible for operational review meetings, presenting KPI packs and delivering service initiatives
- Analyse data and identify ways we can improve service and performance
- Build strong internal relationships with support and operational functions
- Spend time at customer locations to understand their business to understand how our evolving proposition can support them further
- Investigate and resolve escalated customer queries and issues
- Possess an in-depth knowledge of our solution and the products/services your accounts use
- Implementation of new services
- Training & mentor support
- Lead the roll out of new initiatives and support their embedment
- Understand the contractual service level agreements and own the delivery of them
- Identify growth opportunities and liaise with Account Development Manager to maximise the development plans

The Person Specification
Skills and abilities:
- Strong decision maker
- Strong analytical skills
- Capable with project management
- Experience delivering excellent customer service
- Proven track record of identifying initiatives to make improvements to processes and operations for customers
- Intermediate Excel and PowerPoint skills

Qualifications and experience:
Essential:
- Sound commercial and general business understanding
- Able to communicate concisely and effectively at all levels
- Problem solving ability
- Experience of working with £3m plus accounts