Service Delivery Manager

Job title: Service Delivery Manager (Tier 1 Telecommunications)

Days / Hours: Mon-Fri / 37.5

Location: Hybrid (potentially on Client sites 2-3 days a week).

Reporting to: Service Operations Manager

Responsible for: Fulfilling the contractual commitments with the customer, guaranteeing satisfaction for delivery outcomes, and accountable for driving aggressive performance management against delivery costs for the account.

Job function

Reporting to Service Operations Manager the Service Delivery Manager is responsible for ensuring the effective delivery of high-quality services to our tier 1 telecommunications customer and internal stakeholders. The role focuses on maintaining service standards, managing client relationships, monitoring performance, and driving continuous improvement to ensure customer satisfaction and service excellence.

Specific responsibilities

• Use regular service review and other meetings to review customers’ current business issues and demands
• Analyse the implications for service requirements, identifying opportunities for improvement, or cross-selling
• Develop relationships of openness and trust with customers and system integrators to allow a better understanding of their business and a shared understanding of any issues
• Pro-actively drive Service Improvement through the development and implementation of Service Development Plans
• Pro-actively seek to add value for the company and develop services in addition to existing services
• Take personal responsibility for driving major customer incidents/issues through to resolution, working closely with appropriate internal teams and delegating issues where necessary
• Understand the customer revenue and contribution, and the factors impacting service profitability
• Monitor service and other credits paid, billing disputes, aged debt, service changes requested, etc, to ensure all appropriate charges are raised and actions are taken to reduce late payment by customers and out payments to customers
• Proactively update customers on service performance and monitor their satisfaction during service implementation
• Measure and monitor service performance, including SLA measures, ensuring service reports are produced and delivered on the timescales agreed with the customer. Monitor all key performance indicators, including customer satisfaction and perceptions of service, and take action to prevent and address under-performance. Present service performance information through regular service reviews. Agree priorities and actions to be taken
• Develop strong internal networks with, and be an effective virtual team-member of, key internal departments: Sales, Provide, Assure, Finance and Billing
• Take a proactive role in the bid management process to develop an understanding of the customer’s business issues and service level expectations
• Articulate persuasively the TXO Group’s Service Proposition and build customer confidence by demonstrating why the company is best placed to be trusted with business-critical networks
• Work cohesively with Sales and Account Management as part of the bid management team
• Regularly analyse information on performance and client satisfaction data, and develop and implement Service Development Plans as appropriate

About you

• Telecommunications & Service management knowledge/experience
• Managing Client Engagement
• Proficiency in vendor and third-party management,
• Strong understanding of outsource contract management, business case models, P&L and budget experience
• Understand the breadth of products, solutions, and services and the resources that support delivery of the services
• Significant experience in service delivery in outsourcing/IT/Consulting
• P&L management - cost reduction and revenue management experience
• Ability to manage employees within diverse/virtual environments
• Strong stakeholder management, negotiation, and executive communication skills.
• Negotiation and conflict management skills
• Strong presentation skills

Qualifications

• Educated to degree level or applicable industry experience
• Professional certifications such as PMP, ITIL Foundation V4, SAFe Agile
• Relevant Professional qualifications (Lean Six Sigma, PMI)
• Bring a challenger mindset – you’re always looking for better ways of doing things, driving improvements that deliver real impact for the business and the environment.
• Motivated by our mission – you’re inspired by TXO’s vision to make technology more sustainable and excited to be part of a growing, forward-thinking business shaping the future of the industry.

Benefits

• Competitive Market Salary
• Pension & Life Insurance
• 25 days holidays
• Hybrid working
• Opportunities for professional development and training
• Supportive and collaborative work environment