Service Delivery Professional - IT Managed Services

Cardiff3243Panasonic Connect Europe | As soon as possibleWe are hiring a Service Delivery Professional to join our talented and highly motivated team within Panasonic Connect Toughbook UK. This is a hands-on, fast-paced role ideal for someone who is passionate about customers technical products such as our Toughbook's and the service delivery behind them. Along with this you will bring a solid foundation of project Service level agreements and driving continual service improvement to support our robust products built for demanding environments.

Role Overview

The Service Delivery Professional will be part of the Managed Service Team within the Services & Solution Centre (SSC) Division of Panasonic Connect Toughbook UK. The role holder will demonstrate creation, negotiation, implementation, monitoring and continual improvement of service level agreements by capturing detailed customer requirements, also underpinning supplier contracts to ensure services continually meet business and customer expectations.

The role consists of daily communication with multiple stakeholders across UK and Europe to deliver customer requirements within a robust timescale, whilst being cost effective. The Service Delivery Professional will work alongside a talented, diverse and dedicated team of Professional Engineers, Sales Managers and Operations teams to ensure successful outputs of our products and adherence to strict customer and supplier SLAs.

The role holder will adhere to our existing policy, procedures and processes with a requirement for having basic knowledge of hardware and software solutions to complement the Rugged mobile computing world.

How you will become part of the bigger picture..As part of our team, you will: Design, develop and maintain support processes to achieve service level agreementsCollaborate with technical teams to understand service impacts, dependencies and risks, ensuring customer requirements, SLAs and service performance expectations are appropriately aligned and support our Service Delivery EngineersEnsure all service agreements accurately reflect business requirements, contractual obligations and operation capabilities.

Monitor service performance via internal statistics analysis against agreed SLAs, proactively identify risks, trends and opportunities for improvement.

Support regular service review meetings with customers, presenting performance metrics, service reports and improvement plans.

Contribute to service initiatives using ITIL best practices to enhance service quality.

Coordinate major incident communication and oversee service recovery activities.

Support contract renewals and commercial discussions.

Coordinate and provide appropriate communication on all levels with internal and external stakeholders to ensure full understanding of project stages and requirements leading to successful project outcomes.

Keep up to date with new approaches within the market to highlight future opportunities and refinements to current offerings.

Continuously grow and focus on personal development using the Panasonic Leadership Principles Panasonic Leadership Principles - Panasonic HoldingsWhat you will bring to the picture..4+ years of relevant IT Managed Services or IT Service Delivery experienceDemonstrate experience in creating, negotiating and maintaining SLAs.

Project management mythology knowledgeShow understanding of ITIL service management principlesCommunication and stakeholder relationship skillsExperience managing service reviews, customer governance meetings and continual service improvement programmes.

Knowledge of supplier management processes.

Commercial awareness with an understanding of service costing.

Knowledge of hardware/software IT solutionsGood understanding of Microsoft Windows and back-end softwareA high degree of judgment and problem-solving capabilityExcellent communication skills whilst dealing with a wide variety of people, including colleagues, customers, suppliers, and management.

Excellent attention to detail What would give you the edge... Experience working within a technology, IT services, hardware or software or technical support environmentA can-do attitudeEvidence of experience in present/past projects and achievementsAbility to deliver accurate and articulate reports including those of a technical natureHigh self-motivation, optimism and determination to succeedWhat does our big picture look like?

Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding over a century ago, we've been committed to improving peoples' lives and making the world a better place, one customer, one business, one innovative leap at a time. We believe in strong collaboration and team spirit to develop Panasonic's competitive edge even further.

Panasonic is an energetic, creative and proactive organisation consistently aiming to exceed its customers' expectations. In an ever-changing world, we continue our efforts to align with our Seven Principles to make life simpler, safer, healthier, more enjoyable, and more sustainable. Our mission is to create the Panasonic business of "tomorrow." By integrating business, technology, and creativity, we will realise ideal lifestyles and societies solving social issues globally. Learn more about Sustainability at Panasonic.

Please find here more information about Panasonic as an employer. Inclusion and EqualityFairness and equality are in our DNA. We are committed to creating a safe and inclusive workplace where people feel empowered to bring their whole selves to work. We want to ensure that our people are respected for who they are as individuals, valued for what they do and celebrated for their contribution to our business and our community. We are committed to promoting inclusion for the success of our business.

In keeping with our principle of Fairness and Honesty, Panasonic's ambition is to continue to become a more inclusive company, which attracts the best applicants who will be considered for employment regardless of difference and demonstrates our commitment to celebrate and promote diversity.

What we offer:

Terms and Benefits for candidates outside of the UK may differ from those described below: Contract Type: Permanent Hours: 38.75 hours, Full-time Competitive salary Location: Cardiff, UKTravel may be required (sometimes at short notice) Flexible working scheme (occasional requirement for out of hours testing)+BenefitsContributory Pension Scheme Life assurance 4x salary Private Medical Scheme Dental Scheme Employee Assistance Programme Other voluntary benefits such as dental insurance, partner life assurance Staff discount on Panasonic products 2 Paid volunteer days Training courses Wellbeing Programme Other information Start Date – As soon as possible.

We are committed to providing appropriate workplace adjustments to individuals who may require them. Please contact the People Relations team - HRSSAdmin@eu.panasonic.com should you require any adjustments. Please note as part of our hiring requirements at Panasonic, candidates must already have the legal right to work in the relevant country, as we are not able to support work sponsorships. YOUR CONTACT TO HRPanasonic Europe B.V. (UK Branch)Maxis 2, Western RoadRG12 1RT Bracknellrecruitment@panasonic.co.ukSHARE