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This is a significantly customer facing role that acts to ensure a select number of Tier 1 UK customers have a local and dedicated point of contact regarding ongoing service delivery for Blackbay solutions.
You will be responsible for delivering focused service delivery management, reporting service levels against agreed standards and processes and work to improve and align actual service delivered with targeted levels. You will also lead the resolution of escalations and significant issues, acting as both the customer advocate and the local contact point for the NZ based Managed Services team.
The Service Delivery Manager is a senior but remote member of the Managed Services team and maintains strong working relationships with the New Zealand based Customer Support team and Asia Pacific Service Delivery Manager. In addition the SDM works closely with the local Professional Services team members on project delivery into Tier 1 customers and the UK Sales team, as part of a comprehensive account management approach.
The role does require regular travel, meeting face to face with the customers and their subject matter experts across the UK.
To be successful in this role, we are anticipating proven experience working in service management best practice (ideally ITIL) and involvement in the establishment of practices in such an environment.
You will be experienced in delivering service documentation including service level incident reports, service level agreements, Service Operations Manual (SOM), maintenance and equipment schedules, action logs and service optimisation plans and have a commitment to Quality Standards and continuous improvement.
Proven customer support experience (at least 4 years) in a large scale and diverse environment, with a particular emphasis on the use of problem management processes, escalation procedures and related disciplines is seen as highly desirable.
This is an excellent opportunity to take a leading role in the setup and delivery of a quality Service Delivery framework within a growing international organisation at the forefront of Enterprise Mobility Solution Development.
Personal Attributes Personal organisational and self-management skills Excellent communication skills High level of motivation and goal-driven Innovative problem solver Ability to multitask Ability to prioritise workload Excellent relationship skills
This job description is not intended to be complete or limiting – the role will require a creative and flexible approach to managing the project and service delivery to challenging customer requirements and timescales.
Applications Close August 18, 2008. If you would like a job description or would like to make an application please send your CV to: careersUK@blackbay.com REF: SDM
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