Job Description
Job Description
Service Delivery Manager
Location: Camberley OR Warwick + HYBRID working
Job type: Full time, permanent
Ref: V13728
At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It's important work that we are passionate about. Learning fast, inspiring colleagues, and making the entire organisation run smoother and better. Join us and help keep the nations critical networks connected and protected 24/7.
Telent have a fantastic opportunity available for a Service Delivery Manager to join the Network Services team. Due to growth and acquisition of new a project, this would be an opportunity to work on a large IT and Networks estate, giving the Service Delivery Manager the opportunity to flex their skills in Customer Services, reviewing SLA's / KPI's, supporting in the implementation of change and process improvements and working closely with internal teams to ensure the service we promised is successfully delivered.
This opportunity as Service Delivery Manager will see you travel into either the Warwick HQ of Camberley office as of when required, with the added flexibility of working from home, and traveling to customer site if or when needed - a lot of variety in this position!
Service Delivery Manager - What you'll do:
Managing Telent's relationship with customer.
Ultimately accountable for ensuring the contracted services are delivered by managing the performance of "matrixed" teams comprising resources across Telent and 3rd party suppliers and contractors
Meeting all customer requirements, ensuring a "can do" proactive and innovative approach to delivering excellent services to customers.
Meeting or exceeding budget/tendered financial performance including sales, profitability and cash flow
Managing commercial risks and liabilities
Identifying opportunities and additional revenue from customers, either through contract variations or new orders, and delivering these opportunities, working with colleagues including sales as appropriate
Managing escalations
Managing health and safety
Service Delivery Manager - Key requirements:
Responsible for incident & Service issue escalations
Responsible for Service Level Management, ensuring that agreed SLA's and KPI's are adhered to and any failures appropriately investigated in real time
Responsible for Service Quality and conduct daily incident reviews for all incidents closed ensuring accurate data and any provide root cause of failure / mitigation reasons for any SLA's failures
Creating customer SLA performance reports where contractually appropriate
Ensure service-related documentation is accurate, always kept up to date and follows the company's document control procedures
Work with internal teams and customer to Identify and implement service improvement initiatives
Ensure there are enough stock levels to meet the contract requirements flagging issues to the CSM
Work with Operations to develop planned maintenance schedules and ensure they run on time, advising the CSMs of any delays that may impact cost forecasts
Own all additional to contract chargeable incidents and work with operations to ensure effective demand planning is in place and all charges are captured as appropriate upon closure
Attend customer performance meetings where appropriate
Ensure all QEHS risks are flagged, and appropriate measures are in place to enable safe working practices
Contract Document writing
Experience of working within a Service Delivery or Operational environment
Financial Awareness and organised
Customer facing and presentation skills
Excellent verbal and written Communications skills
Proficient in Microsoft Office applications with particular focus on Excel and word
Strives for continual Service improvement
Delivers work in a professional manner on, or ahead of time without compromise
Does not need to be a technical expert, but needs to be able to grasp technical/engineering issues and understand their impact on the service being delivered to
Experience using a document management system
Prince 2
ITIL Foundation
IOSH/QEHS
SC Security clearance
Continual Service improvement
Proactive and urgent approach to responding to customer requirements and resolving issues affecting the service delivered to customers
Ability to multi-task across various assigned contracts and able to prioritise workload
Commits to the challenge of stretching targets
Take innovative approach to problem solving
What we offer:
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
33 days holiday, including public holidays, plus the option to buy or sell five days each year
Company matched pension scheme
A range of family friendly policies
Occupational health support and wellbeing Portal
Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
About Telent:
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK's critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you'll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You'll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.
We are guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focused
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