Service Delivery Manager

My client specialises in contact centre services, back office and IT services for a wide range of customers in the private and public sectors. Reporting to a Lead Service Delivery Manager you will be responsible as a single point of contact for the engagement & delivery of the Delivery team’s Methodologies to the Operations. As a subject matter expert in resource planning, you will ensure that the account is modeled strategically, through the central planning teams, delivery of a best in class forecast and resource planning model that achieves my client’s, Operational requirements.

Lead Service Delivery Manager

Key Responsibilities include:

Account Management

Production and maintenance of the Central Planning service agreement for each managed account incorporating:-

• Internal and Client facing engagement models
• Service Agreement
• Product Menu
• Re-charge agreement

Suggested Measures

• All engagement models in place and updated regularly
• Correct level of visibility to Client and Operation through the engagement model
• All services as defined within the Client Facing Product menu are delivered
• Product Menu, workload and re-charge frequently monitored to ensure alignment
• Resource Planning Services fully utilising Ryder Model

Relationship & Engagement

Suggested Measures

• Stakeholder Analysis
• Client & Operational feedback
• Ensure operational attendance at relevant planning & RAP mtgs

Planning Function

Ensuring all requirements are fully understood and all parties have accurate & relevant inputs to be able to deliver quality service.

Suggested Measures

• Ensure transfer of knowledge from operations to onshore/offshore account
• Smooth transition and embed of product menu following onshore/offshore development
• Assist in providing Delivery and Quality Assurance of critical outputs
• Correct level of escalation via offshore & UK delivery teams

Scotland

Salary Circa - £35,000-40,0000