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Job description

Job Title: Services Delivery Manager

Department: Service Delivery

Responsible to: Head of UK Service Delivery

Statement of Job Purpose

• To provide support and development of the relationship between Proact UK and its customers, within a portfolio, throughout the lifecycle of any project delivery and managed service contracts.
• To govern the delivery of contractual obligations and SLA achievement for aligned managed service customers.
• To contribute positively to the achievement of Proact’s overall values and objectives.

Main Duties and Responsibilities

• To be responsible for the delivery of the managed services contracts during start up, through service commencement, and for the lifetime of the contracts.
• To own the relationship with and be the named primary contact for managed service customers in the aligned portfolio. To generate a relationship and trust with a customer that demonstrates you understand the service that should be delivered.
• To represent your customers within Proact UK; to drive change, service improvement and to manage risk to ensure a successful deliver of service within SLA.
• To contribute to the up-sell of additional services to the customer.
• To have an understanding of the agreed technical and service design in relation to the contracted services.
• To work alongside the allocated project manager, transition manager and technical implementation resources in the transition into production of the contracted services.
• To ensure conformance of service to the customer contract (reviewed on a monthly basis).
• To create and deliver regular service review reports, covering case statistics SLA adherence, technical reporting, trending, risk and service improvement actions.
• To host and chair regular service review meetings.
• To create and regularly review service documentation including, but not limited to, the Service Operations Manual, Change Templates, Service Improvement Plans and Disaster Recovery (DR) documentation.
• To schedule and support DR tests and Data Restore tests in line with the customer contract.
• To design and deploy a suitable monitoring framework for contracted service.
• To be the named contact for each customer in the aligned portfolio.
• To provide Capacity and Performance planning to both the customer and internal capacity planning processes.
• To input to incident resolution, problem investigation and change planning / review for aligned customers.
• To attend regular Change Advisory Board meetings, and other operational meetings as required by the Head of UK Service Delivery.
• To ensure regular operational checks and activities are scheduled and completed.
• To provide data and calculations for monthly billing processes, and to review completed billing schedules to ensure the customer is correctly billed for services.
• To review open incidents and problems on a weekly basis that effect customers, and ensure a resolution plan is in place to resolve these in an efficient manner.
• To work with customers to evolve and deliver new services to ensure the environments are supported and bring new business into the organisation.
• To contribute to the work of the Continual Service Improvement of managed services for customers.
• To take part in cross departmental working teams as required to meet organisational objectives.

Benefits

• Salary dependant on experience
• Private comprehensive health care cover with AXA
• Company pension scheme
• 25 Holidays + bank holidays
• 3 charity days fully paid / year
• Option to purchase another 5 days Annual leave
• Company Laptop and Mobile phone

Job Types: Full-time, Permanent

Salary: £30,000.00-£60,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Manchester: reliably commute or plan to relocate before starting work (required)

Experience:

• Information Technology: 1 year (preferred)

Work Location: Hybrid remote in Manchester