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SERVICE
DELIVERY
MANAGER

SALARY: £40,000 - £45,000
+ CAR ALLOWANCE

LOCATION: REMOTE WITH UK TRAVEL
TO CLIENT SITE & 1 DAY A MONTH IN

STAFFORD OFFICE.
HOURS: 37.5 PER WEEK

SERVICE DELIVERY
MANAGER

Liaise directly with risual Managed Services team
and clients, forging and maintaining excellent
communication links and relationships ensuring we
deliver a quality service and high level of care to
risual clients.
Run client service review meetings, creating
performance reports and presentations, tracking
service improvements, quality and processes.
Manage Service Transition and associated
onboarding of clients into risual Managed Services.
Define, document and agree Service Level
Agreements (SLAs) with clients.
Own and run a continual service improvement
programme of works.
Ensure services are delivered against contracted
SLAs and KPIs and reviewed with clients regularly.
Produce detailed, regular reports, writing for both
external clients and to meet internal requirements.
Act as the key point for any escalations taking
responsibility for ensuring a satisfactory outcome.
Ensure that systems, processes and
methodologies as specified are followed to sure
effective monitoring, control and support of service
delivery.
Track profitability on accounts and ensure
customer value is delivered
Ensure service delivery is aligned and delivered to
ITIL framework and ISO2000 certification
standards.

The Role Purpose
The Service Delivery Manager forms part of the Service
Delivery Team which sits in the risual Managed
Services (rMS) division. The primary
role of rMS is to provide excellence in
management and support for all Managed
Services clients to ensure that customer satisfaction
and experience leads to growth, annuity and contract
renewals.

Duties
The role of a Service Delivery Manager in the
risual Managed Service Team is to:

Must hold or be able to successfully achieve
and maintain NPPV3 with SC.
Able to evidence excellent customer service
skills.
Must have a minimum of 2 years’ experience
within a Service Delivery role or Service
Operations team leader role.
Must have experience of working within the
ITIL framework and can evidence that with an
ITIL certification.
Must have excellent & influential written and
verbal reasoning skills.
Must be able to evidence excellent customer
service skills.
Excellent attention to detail.
Able to exceed against service management
KPIs and targets.
Must be able to show a commercial
understanding and understand how
Managed Service provide value to the client.
Must have good analytical skills to produce
and analyse Service reporting and
Management information.

Essential Criteria
To be successful in the role, you must be able to
demonstrate the following skills and experience:

Want to apply?

If you like what you see and want to apply,
please email [email protected] with a
covering letter and your CV. One of our
talent specialists will be in touch to discuss
further.

www.risual.com 0300 303 2044 [email protected]