Service Delivery Manager

As a Service Delivery Manager at Davies Technology Solutions (DTS), you will play a crucial role in co-ordinating the delivery of change and small projects to the clients of the Onboarding and Support function. Your role will encompass the management of small releases from planning through to delivery, ensuring good practices are followed and client satisfaction is at the heart of the work undertaken. One of your strongest attributes will be your clear and effective communications; navigating differing demands to achieve tangible client outcomes.  

In this dynamic role, you will have the opportunity to work with a great team, contributing to a positive culture and working closely with our clients in maximising the use of our best of breed solutions. 

• Support the smooth and efficient delivery of services to clients (encompassing small change, onboarding projects, and support releases), acting as a liaison between clients and internal teams, working to meet deadlines and budgets. 
• Help drive and develop excellent customer relationships within those clients with which you deal with. 
• Foster strong working relationships within the Support and Onboarding team and the wider DTS teams. 
• Ensure the appropriate documentation e.g. Statement of Work, Test Completion Report, is created and maintained as part of agreed support and change releases. 
• Assist with, and own as appropriate, client service reviews 
• Provide support in regards to client driven audit and attestation processes 
• Pick up and run with any other activities that enhance the service performance of assigned accounts 
• Support and contribute to a positive team working culture, fostering collaboration and productivity. 
• Undertake necessary administrative tasks as part of day-to-day activities to ensure smooth services operations. 

• Excellent organisational skills to accurately plan and deliver multiple pieces of work for differing clients simultaneously.  
• Organised, able to manage time effectively and prioritise tasks 
• Strong commercial awareness 
• Effective and clear communication across all levels 
• Proactive and able to take ownership.  
• Excellent customer service skills 
• Able to work within an operational IT environment 
• Able to own and manage specific pieces of client support and change through to resolution / delivery 
• A good understanding of service levels, KPIs and an ability to produce reports and improvement plans based upon available information 
• Previous experience within a project management setting beneficial  
• Experience within an ITIL environment or exposure to ITIL service management practices beneficial 
• A willingness to travel to different Davies UK sites or client sites as required.