AddressDue to continuous and sustained growth we’re looking for a Service Delivery Manager to join our team over in the UK.
The Service Delivery Manager (SDM) is responsible for building and maintaining strong customer relationships and improving services to maintain customer satisfaction and retention. You will have responsibility for the achieved outcome of our Service Delivery across the portfolio of our company’s customers, Your key role in service development will see you leading the design, planning and delivery of new services to ensure the best possible customer outcomes.
We offer:-
- Opportunities to grow your skills vertically and horizontally taking advantage of a world class training and development programme. You choose how deep and wide you want to go!
- A hybrid work environment
- Access to technical learning and development libraries and certifications including ISTQB, Safe and Agile for testing
- A highly competitive non contributory pension scheme
- Health and medical insurance
- Joining an organisation where innovation is at the heart of what we do
- Career development initiatives in place to help you to be your best self
- Wellness activities, staff discounts, free LinkedIn Learning licenses, referral bonuses and so much more
Who Are we?
Planit are world leaders in application testing and quality engineering. We provide solutions that support organisations to deliver high quality systems, applications, and IT architecture. Planit is now a proud NRI company and part of a global movement to deliver a sustainable and secure future through better Information Technology exchanges.
Our team offer expert consultancy, bespoke services, tailored training, and unique solutions to complex projects. Specialising in digital quality, Planit have a geographic footprint across many continents, with 2000+ permanent employees and have been recognised in Gartner's Magic Quadrant for Application Testing Services. Our Values and ethos are focused on an intrinsic connection to our people, the awareness of our environment and our pursuit to be better than yesterday. We continue to lead the industry with unrivalled ideas, ability, and a quest to discern paradigms.
Role Responsibilities and Requirements
- Act as the primary Service management contact for our customers
- Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations
- Gather customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified
- Undertake the management and oversight of the Service Levels, tracking Service metrics in accordance with Service Level Agreement
- Co-ordination and execution of monthly, quarterly, and annual Service Review Meetings, face to face and remotely, in accordance with the provisions of Service Level Agreement and Service Schedule
- Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business Work with the Service’s team to co-ordinate and deliver Continual Service Improvement and other programs of work
What you’ll be doing
- All Service Delivery management activities for the successful delivery of managed services and support contracts
- Ensure the Managed Services customer engagement model is clearly defined and easy to use for all stakeholders
- Supporting the transition of managed and contracted services into live service operations
- Establishing and maintaining an effective engagement model for all customers including service review, reporting, CSAT measurement and stakeholder review
- Supporting the development of new products and services, contributing to service designs, and developing and implementing associated measures and reporting
- Working with Account Managers/Directors to identify future opportunities and support the development of an account plan and technology roadmap as appropriate
- Working with all our teams to ensure seamless high-touch, superior service to our customers
- Providing escalation management as needed, including regular status updates to customer and internal stakeholders working alongside the major incident manager Active involvement in supporting and driving vendor Customer Success frameworks to the benefit of our customers
We believe in fostering a culture where our people are rewarded for the work they do and looked after from their first day at Planit.
If you believe that this role is for you APPLY TODAY!
Our friendly talent team will review applications contact short-listed candidates at the with an update as soon as possible.
