Service Delivery Manager

Service Delivery Manager 

Full Time, Perm Post - Monday to Friday - 9am to 5:30pm

Main Purpose of The Job: 

To work closely with the customer base to develop strong stakeholder relations, managing all customer requests with the aim to demonstrate a proactive, consistent and seamless service.

Ensuring contractual governance and reporting obligations are adhered to and support the operational teams with relevant information to drive operational success and highest level of compliance to contractual SLA and KPI’s.

Experience:

• Experience with delivering large/complex service contracts

• Experience of working with cross-functional teams

• Experience of collaborating with external customers/stakeholders

• Previous experience within the aviation industry would be desirable

Main Duties and Responsibilities:

1. Build sound stakeholder relations with the customer based to ensure Service Delivery both meets and exceeds the customers’ expectations
2. Report and monitor against contractual SLA’s and KPI’s defined in Customer(s) contracts flagging non-compliances and potential issues
3. Chair customer performance review meetings with responsibility to record and manage actions and escalate to senior management team where appropriate
4. Carry out regular reviews to monitor contract performance and identify areas for improvement and opportunities to maximise performance
5. Ensure all customer queries are responded to in a timely & satisfactory manner
6. Produce and support production of all reports for the customer giving a live view of the performance
7. Challenge Operational Teams on contractual performance and proactively initiate improvements based on performance data and customer feedback
8. Communicate effectively with internal stakeholders on a regular basis delivering business updates/Colleague Briefs as necessary and escalating issues to Senior Management, HR and other departments as required
9. Alert the commercial team to opportunities for revenue growth and sales
10. Ensure customer complaints are dealt with both speedily and effectively, including escalations
11. Lead communications during the winter/snow resilience program both internally and externally ensuring the commitments are met in line with customer and company requirements guaranteeing that performance and any additional spend through this period is recorded
12. Work with the Operations Director to establish a performance improvement plan to meet SLA targets
13. Protect information assets of the Company and comply with the Company’s Information Assurance policies and procedures
14. Work closely with the Finance Team to ensure all financial reporting meets customer needs
15. Act as an interface between operations & the Finance Controller  and the Business Controller to ensure all financial transactions are maximised
16. Ensure compliance of the operation to health & safety and regulatory standards
17. Drive productivity, efficiency, and utilisation, promoting working synergies, co-operation and compliance across all areas of the business. 
18. Any other reasonable request that the business deems to fit the remits of the role

Knowledge and Skills:

Excellent stakeholder management skills * Numerate, analytical with excellent data analysis skills * Excellent verbal and written communication skills * Advanced Excel skills * Advanced PowerPoint skills * Attention to detail * Able to build rapport and maintain relationships * A proactive approach with the ability to work well in a team * Strong organisational and negotiation skills * Ability to work independently with minimal or no direct management, within company policy, professional standards and budget limits * Ability to develop innovative solutions to problems and maximise opportunities

What is on Offer:

1. Competitive salary
2. 6% employer pension contribution
3. 3X Salary Life Assurance
4. Health Cash Plan
5. Employee Assistance Programme (EAP)