Service Delivery Manager

Join our team as a Service Delivery Manager – a seasoned professional with a proven track record in problem-solving and negotiation skills. As an SDM, you’ll have a unique opportunity to own, develop, and manage customer contracts and relationships across a portfolio of customer accounts. Your primary objective will be to provide strategic customer advocacy, ensuring that services delivered meet expected quality and contractual performance levels, while improving customer satisfaction and quality deliverables.

As an SDM, you will be responsible for in-contract revenue for your customer contracts, working closely with key account management, project management, sales, and other senior stakeholders to contribute to account plans to grow the business through retention, renewal, and growth. This is a challenging and rewarding role that offers a great opportunity to take your career to the next level.

RESPONSIBILITIES

Manage the Customer relationship and expectations by ensuring all service levels are being achieved, incidents and issues are managed to resolution and contracted reporting is provided accurately and on time.

Primary interface and point of escalation for Customers and stakeholders, to manage and resolve service delivery and support incidents and issues effectively and as promptly as possible.

Be an effective point of escalation for Customers and stakeholders, to manage and resolve project delivery issues alongside the assigned project managers.

Identify, promote and implement targeted service revenue opportunities.

Contribute to the development of billable non-standard Service Requests (SR’s) and Change Notes (CCN’s) and commercial terms and conditions for in-contract growth.

Responsible for building collaborative service improvement plans (SIP’s) securing Customer satisfaction and operational excellence

ABOUT YOU

Strong Customer-centricity
Excellent communication skills and the ability to influence and quickly develop and nurture effective relationships at all levels, within Customer organisations and across all internal & external stakeholders.
Demonstrable experience of best practice Service Delivery Management processes and Change, Incident and Problem Management
Good analytical skills and commercial awareness.
Proven delivery of Continual Service Improvements, experience and good awareness around the principles of risk management.
Familiarity with a variety of Customer Contracts
Restore Digital support customers on their digital transformation journeys. Born out of a scanning company, we still have four main scanning centres across the UK where we are working on large digitisation projects for the NHS, the Ministry of Defence and the Nuclear Decommissioning Authority. And usually, we are busy digitising most of the exam papers undertake in the UK every year.

An Inclusive Approach

We are committed to becoming a great place to work, one that is inclusive, safe and where people can reach their true potential. We value the contribution that all our colleagues make and aim to have a company that recognises the diverse, multi-cultural society in which we live. We actively encourage applications from all members of our community, including those from underrepresented groups. We are happy to consider flexible working options, including part time hours wherever this is practically possible.

We’re also interested in hearing from individuals with different career experiences, including those that are looking to return to work following a career break.