Service Delivery Manager - IT SERVICES EXPERIENCE ESSENTIAL

Based in Canary Wharf, London, , the SDM is responsible for managing a positive relationship and active contracts between the company and it’s clients.

It will be the central point of contact for a dedicated group of clients and day to day management of the client service team., * Act as central point of contact for a dedicated group of clients. Represent the credibility, reliability and trustworthiness of EMEA service delivery team who is focused on consistently delivering a high quality product.

• Works closely with the operational and service delivery teams to ensure excellent service to clients. Gauge client temperature through regular, candid and engaged discussions with both the client and internal service providers to ensure goals are met.
• Understands needs of major accounts and projects. This position will include account management, handling customer relations, and the use of diplomacy to facilitate conflict resolution between both internal and external stakeholders.
• Demonstrate effective communication skills, both written and verbal, by providing succinct, timely and relevant updates.
• Will identify customer issues and ensure these are dealt with efficiently and effectively.
• Demonstrate an enthusiastic, flexible and positive attitude as the team lead while working in a dynamic and challenging environment.
• Some training of new team members will be required as well as dealing with escalations from the team.
• Ability to plan and prioritise the workload to ensure that tasks are complete on time and our clients are attended to promptly.
• Facilitates weekly and monthly client account reviews.
• Consistently monitors service activity and prepares and distributes metrics reporting to client.

• Education and Experience
• Typically requires an understanding of the IT client service background.
• Experience Required: 2+ years managing people.
• Have a strong Customer Service Background with excellent people skills
• Ability to work well under pressure
• Ability to exercise independent judgment and work under minimal supervision
• Prior experience managing people is required.
• A 5 year background check will be required for this role, * Able to communicate and articulate service statuses to all levels both internally and externally
• Excellent written and oral communication skills
• Must work accurately with attention to detail.
• Proficient with Microsoft Office Products skills with a strong focus on status reporting.
• Proficient in contract delivery including contract terms, reporting requirements, penalty clauses and service level deliverables
• Ability to proactively identify risks and manage to an effective resolution.
• Strong, effective time management and prioritization skills with people managing experience a requirement.
• Ability to maintain professionalism when interacting with clients and addressing concerns