Some highlights

• Being part of an international company yet with local presence
• Build a safer digital society together with us

Working as a Service Delivery Manager

The role of the Service Delivery Manager, reporting to the Head of PMO, ensures all services are delivered to customers in an efficient manner to meet the client’s needs while maximizing profitability for the business. The Service Delivery Manger plays a key role in building on long-term customer relationships acting, in conjunction with the Sales Account Managers, as the bridge between the client and Service Teams.

The key measures of success for this role are:

• Operational excellence and efficiency in delivery of professional services, customer support and managed services
• Driving the customer satisfaction within the delivery of professional services, customer support and managed services
• Promoting overall customer health and in turn customer retention

The key responsibilities and deliverables are:

• Accurate reporting of key performance indicators to the senior management team for customer satisfaction, deliverables etc.
• Liaises with customers on Service Level Agreements (SLA’s)
• Point of escalation and contact internally and externally for service delivery issues
• Management and ownership for all priority 1 service issues
• Ensures that operational methods and procedures are documented, maintained and reviewed regularly to maintain effectiveness
• Leading service review meetings with key customers
• Proposes service improvements based on analysis of metrics and satisfaction surveys
• Providing management dashboard and reporting to the Head of PMO
• Leading standardized onboarding projects regarding managed security services (MSS) supported by the MSS coordination team
• Coordination of infrastructure projects

What we expect of you

The candidate must have strong operational experience in managing the delivery of services and support for demanding enterprise customers. They must have a technical background and base level of technical awareness and ideally experience of working in a security focused professional services business.

The successful candidate must possess the following qualities/experience:

• A strong passion for customer service and excellence
• Ability to work under pressure
• An attention to detail and meticulous planning and execution
• Report writing and analysis of KPI to enhance service delivery and staff performance
• Ability to gain consensus amongst disparate teams
• High levels of empathy and a strong customer support mentality
• Highly intelligent and fast learner
• Enthusiasm and professionalism
• Service Improvement - Initiate and deliver service improvements against service metrics
• Ability to own issues from beginning to a successful resolution
• Self-confidence
• Good communication and presentation skills
• Must work and integrate well within a team to ensure that SLAs and KPI’s are met.
• Excellent communications with 3rd parties, vendors and senior managers
• Flexible and resilient nature
• Ability to work with minimal direction and oversight

The following are highly desirable technical skills:

• Good understanding of network and security technologies
• Project Management certification, i.e. Prince 2 
• ITIL certification
• Good understanding of the typical enterprise customer security and network solutions
• Familiarity with the major vendors in network security
• Understanding and experience of data manipulation and reporting tools