Service Delivery Manager
At SCC we empower our people and customers to excel and put excellence into action every single day. All our employees have the opportunity to inspire, progress and realise their ambitions. We are SCC - great things happen when we work together.
SCC is Europe's largest independent IT infrastructure and solutions business. As a Managed Services Provider of the year 2015, we are the leading strategic partner to all major technology vendors. With over 5,000 employees across Europe, we support in excess of 5 million users across more than 50 countries. We have even won awards and are in the top 3 for UK Data Centre and Cloud Services.
Through our devotion to make IT work for our customers to improve the way they do business, there has never been a better time to join our highly effective, lean and fast moving business. As a driver of innovation, we are looking for talented individuals who aspire to achieve; be recognised as the best in this industry and surpass expectations.
SCC makes it possible!
The role:
The Service Delivery Manager (Level 2) role manages a Customer or portfolio of Customer accounts of annual account revenues between ??500k and ??4m. Success in this role will be demonstrated through managing provisioned SCC services to contracted service levels to a customer/portfolio of customers. Delivering a high level of customer satisfaction underpinned by a CSI initiatives and developing a value add proposition. Ultimately, ensuring customer retention, growth and transformation is delivered over the contract period. The Service Delivery Manager fully understand the contract, commercials and SLA's/KPI's within their Customer portfolio and supports the understanding of these within the wider SCC business.
The Service Delivery Manager works closely alongside the aligned Account Manager on account planning and growth across all Customers in their portfolio.
The Service Delivery Manager is a key customer advocate, acting as the voice of the customer internally. The role requires the ability to develop, grow and nurture positive relationships with the designated Customer organisation, suppliers and internal delivery functions.
Main Duties of Job:
Leadership & Management
Working with stakeholder functions (Customer and internal) facilitate and take the lead in identifying operational service improvements, seeking value add, increasing revenue opportunities and reducing the cost of support across a customer or portfolio of accounts.
Where applicable, provide supervisory and operational management of onsite teams and direct onsite functions, including any health and safety or regulatory requirements.
Where required, provide feedback and input into the Service Delivery performance management process assisting HOCS as part of the mentoring and support activity.
Stakeholder Management
Act as a customer advocate and a strong voice of the customer internally
Work collaboratively with Account managers and senior management in the Sales team in order to build relationships with key internal stakeholders and to drive customer growth and profitability.
Build excellent relationships with both customers and internal SCC stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
Act as an escalation point for the customer
Ensure that the Customer and internal perceptions and expectations are understood and plans aligned to facilitate improvement.
Be the proactive face of SCC to the Customer working closely with Account Management
Ensure that a high profile is maintained and that all relevant stakeholders have the visibility of the Service Delivery
Take ownership, where required, of account issues and escalations to facilitate progress and resolution with stakeholders and functional units
Ensure senior Service Delivery management are advised of major service issues (to minimise surprise and exposure).
Account Management
Support the attainment of account profitability
Ensure Account Plans are created and maintained for customers within the portfolio.
Work with Stakeholder functions (Customer and internal), proactively seek out opportunities to extend, negotiate and expand the SCC value add proposition and drive incremental revenue (pull through)
Understand the Customers business, the Account plans and also SCC
Company Strategy
Engage with Account Management to provide a consistent approach and to assist with opportunities
Financial, Commercial & Contract Management
Ensures commercial/service charges are managed and invoiced in line with financial cadence including true up
Working with SCC operational and primary stakeholder (Customer and internal functions) in context of contractual commitments, manage service credit/penalty scenarios, negotiating where appropriate to reduce risk of financial exposure/losses on PL
Having a good understanding of the Account Revenue/Cost Model, working with stakeholders (Customer and internal functions) manages the underlying cost of the contract provisioned service streams. Identify unnecessary/unmanaged increases in the costs of support, and proposes remedial actions to ensure costs of support are minimised where possible
Continually review cost model/delivery approach to drive down the cost of delivery
Be familiar with the SCC financial models that control the PL, margin and cost base
Manage day-to-day contract mechanics (such as management of change (CCN) - variations to contract)
Support Head of Service Delivery and Account Management in Customer renewals and extensions
Engage with service design/business development to ensure that design and cost models are fit for purpose
Provide SCC stakeholder functions with the required financial/Flash reporting for accounts under stewardship, identifying any outstanding reserves, expected provisions and any associated penalty/credit scenarios.
Service Improvement & Value Creation
Working with stakeholders (customer and internal functions), using Best Practice. methodologies, Continual Service Improvement (CSI) in context of contractual/commercial commitments and SLAs, manage and improve the customer perception. Measure the improvement by the agreed SCC satisfaction rating/scoring/benchmark process.
Working with stakeholders (Customer and internal functions), using Best Practice. methodologies, Continual Service Improvement (CSI) in context of contractual/commercial commitments, identify, develop and manage Service Improvement initiatives. Develop CSI Plans, with measureable KPIs and drive through agreed Implementations or corrective alignment to services.
Ensure regular measurement of Customer Satisfaction as defined for the customer type. Issue and ensure completion of the CSAT Survey in accordance with SCC defined cadence.
Deliver Continual Service Improvement Planning (CSI - Proactive Service Enhancements)
Working with stakeholders (Customer and internal functions), develop an appropriate. communications plan that reports, updates and provides appropriate feedback channels as part of the CSI initiative and enhances customer participation/engagement.
Working with stakeholders (Customer and internal functions) as part of a CSI initiative, identify Critical Success Factors ( CSFs ) that warrant the agreed Service Improvements and that can be appropriately measured via KPIs or other measures. For example, a CSF will be promptly resolving incidents to reduce/limit business impact of a product/service being off line or unavailable for a certain amount of time. Associated KPIs may be improvements to First Time Fix percentile and improvements with engineering time on site reduction that align to the CSF.
Working with stakeholders (Customer and internal functions), review customer feedback received via the agreed SCC satisfaction rating/scoring/benchmark process and translate into CSI initiatives, alignments to contracted service streams or identified opportunities that aim to improve ongoing perception.
Increase the value add proposition by fully understanding the requirements of the customer and what they perceive as value from the SCC
Reduce the cost of support where appropriate for both SCC and the Customer
Drive through initiatives/opportunities for additional services, early contract renewal or transformation
Performance Management
Ensure Service Delivery ownership and contribution to the escalation management process
Working with stakeholders (Customer and internal functions), deliver consistent processes and procedures that assist in delivering the contracted performance measures.
Ensure attainment of Service Levels
Working with stakeholders (Customer and internal functions), facilitate the coordination of service issues and assist with resolving, providing workarounds or agreeing service alignment initiative via a CSI or action plan.
Measure and maintain OLA's and SLA's
Working with stakeholders (Customer and internal functions), ensure provisioned contracted services are fit for purpose by reviewing the warranty and utility of the services. Warranty, ensures the service meets its performance requirements (SLAs etc.). Utility ensures the functionality offered by the service meets a particular customer need.
Reporting on Critical Success Factors and measuring of Key Performance Indicators
Working with stakeholders (Customer and internal functions), proactively identify and manage operational service risks, mitigating where appropriate.
Ensures Service Quality measurements are in place and a service excellence ethos promoted
Ensures an agreed escalation process for services issues are in place
Reporting & Governance..... click apply for full job details
SCC is Europe's largest independent IT infrastructure and solutions business. As a Managed Services Provider of the year 2015, we are the leading strategic partner to all major technology vendors. With over 5,000 employees across Europe, we support in excess of 5 million users across more than 50 countries. We have even won awards and are in the top 3 for UK Data Centre and Cloud Services.
Through our devotion to make IT work for our customers to improve the way they do business, there has never been a better time to join our highly effective, lean and fast moving business. As a driver of innovation, we are looking for talented individuals who aspire to achieve; be recognised as the best in this industry and surpass expectations.
SCC makes it possible!
The role:
The Service Delivery Manager (Level 2) role manages a Customer or portfolio of Customer accounts of annual account revenues between ??500k and ??4m. Success in this role will be demonstrated through managing provisioned SCC services to contracted service levels to a customer/portfolio of customers. Delivering a high level of customer satisfaction underpinned by a CSI initiatives and developing a value add proposition. Ultimately, ensuring customer retention, growth and transformation is delivered over the contract period. The Service Delivery Manager fully understand the contract, commercials and SLA's/KPI's within their Customer portfolio and supports the understanding of these within the wider SCC business.
The Service Delivery Manager works closely alongside the aligned Account Manager on account planning and growth across all Customers in their portfolio.
The Service Delivery Manager is a key customer advocate, acting as the voice of the customer internally. The role requires the ability to develop, grow and nurture positive relationships with the designated Customer organisation, suppliers and internal delivery functions.
Main Duties of Job:
Leadership & Management
Working with stakeholder functions (Customer and internal) facilitate and take the lead in identifying operational service improvements, seeking value add, increasing revenue opportunities and reducing the cost of support across a customer or portfolio of accounts.
Where applicable, provide supervisory and operational management of onsite teams and direct onsite functions, including any health and safety or regulatory requirements.
Where required, provide feedback and input into the Service Delivery performance management process assisting HOCS as part of the mentoring and support activity.
Stakeholder Management
Act as a customer advocate and a strong voice of the customer internally
Work collaboratively with Account managers and senior management in the Sales team in order to build relationships with key internal stakeholders and to drive customer growth and profitability.
Build excellent relationships with both customers and internal SCC stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
Act as an escalation point for the customer
Ensure that the Customer and internal perceptions and expectations are understood and plans aligned to facilitate improvement.
Be the proactive face of SCC to the Customer working closely with Account Management
Ensure that a high profile is maintained and that all relevant stakeholders have the visibility of the Service Delivery
Take ownership, where required, of account issues and escalations to facilitate progress and resolution with stakeholders and functional units
Ensure senior Service Delivery management are advised of major service issues (to minimise surprise and exposure).
Account Management
Support the attainment of account profitability
Ensure Account Plans are created and maintained for customers within the portfolio.
Work with Stakeholder functions (Customer and internal), proactively seek out opportunities to extend, negotiate and expand the SCC value add proposition and drive incremental revenue (pull through)
Understand the Customers business, the Account plans and also SCC
Company Strategy
Engage with Account Management to provide a consistent approach and to assist with opportunities
Financial, Commercial & Contract Management
Ensures commercial/service charges are managed and invoiced in line with financial cadence including true up
Working with SCC operational and primary stakeholder (Customer and internal functions) in context of contractual commitments, manage service credit/penalty scenarios, negotiating where appropriate to reduce risk of financial exposure/losses on PL
Having a good understanding of the Account Revenue/Cost Model, working with stakeholders (Customer and internal functions) manages the underlying cost of the contract provisioned service streams. Identify unnecessary/unmanaged increases in the costs of support, and proposes remedial actions to ensure costs of support are minimised where possible
Continually review cost model/delivery approach to drive down the cost of delivery
Be familiar with the SCC financial models that control the PL, margin and cost base
Manage day-to-day contract mechanics (such as management of change (CCN) - variations to contract)
Support Head of Service Delivery and Account Management in Customer renewals and extensions
Engage with service design/business development to ensure that design and cost models are fit for purpose
Provide SCC stakeholder functions with the required financial/Flash reporting for accounts under stewardship, identifying any outstanding reserves, expected provisions and any associated penalty/credit scenarios.
Service Improvement & Value Creation
Working with stakeholders (customer and internal functions), using Best Practice. methodologies, Continual Service Improvement (CSI) in context of contractual/commercial commitments and SLAs, manage and improve the customer perception. Measure the improvement by the agreed SCC satisfaction rating/scoring/benchmark process.
Working with stakeholders (Customer and internal functions), using Best Practice. methodologies, Continual Service Improvement (CSI) in context of contractual/commercial commitments, identify, develop and manage Service Improvement initiatives. Develop CSI Plans, with measureable KPIs and drive through agreed Implementations or corrective alignment to services.
Ensure regular measurement of Customer Satisfaction as defined for the customer type. Issue and ensure completion of the CSAT Survey in accordance with SCC defined cadence.
Deliver Continual Service Improvement Planning (CSI - Proactive Service Enhancements)
Working with stakeholders (Customer and internal functions), develop an appropriate. communications plan that reports, updates and provides appropriate feedback channels as part of the CSI initiative and enhances customer participation/engagement.
Working with stakeholders (Customer and internal functions) as part of a CSI initiative, identify Critical Success Factors ( CSFs ) that warrant the agreed Service Improvements and that can be appropriately measured via KPIs or other measures. For example, a CSF will be promptly resolving incidents to reduce/limit business impact of a product/service being off line or unavailable for a certain amount of time. Associated KPIs may be improvements to First Time Fix percentile and improvements with engineering time on site reduction that align to the CSF.
Working with stakeholders (Customer and internal functions), review customer feedback received via the agreed SCC satisfaction rating/scoring/benchmark process and translate into CSI initiatives, alignments to contracted service streams or identified opportunities that aim to improve ongoing perception.
Increase the value add proposition by fully understanding the requirements of the customer and what they perceive as value from the SCC
Reduce the cost of support where appropriate for both SCC and the Customer
Drive through initiatives/opportunities for additional services, early contract renewal or transformation
Performance Management
Ensure Service Delivery ownership and contribution to the escalation management process
Working with stakeholders (Customer and internal functions), deliver consistent processes and procedures that assist in delivering the contracted performance measures.
Ensure attainment of Service Levels
Working with stakeholders (Customer and internal functions), facilitate the coordination of service issues and assist with resolving, providing workarounds or agreeing service alignment initiative via a CSI or action plan.
Measure and maintain OLA's and SLA's
Working with stakeholders (Customer and internal functions), ensure provisioned contracted services are fit for purpose by reviewing the warranty and utility of the services. Warranty, ensures the service meets its performance requirements (SLAs etc.). Utility ensures the functionality offered by the service meets a particular customer need.
Reporting on Critical Success Factors and measuring of Key Performance Indicators
Working with stakeholders (Customer and internal functions), proactively identify and manage operational service risks, mitigating where appropriate.
Ensures Service Quality measurements are in place and a service excellence ethos promoted
Ensures an agreed escalation process for services issues are in place
Reporting & Governance..... click apply for full job details