Service Delivery Manager

The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts.

Working for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders taking ownership and where required drive continuous service improvement for that Customer.

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Requirements

Job Description below:

Accountabilities:

• Ensuring that the contracted scope of support for designated Customers is clear and understood

• Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations

• Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally

• Delivery of a high-quality service and high levels of customer satisfaction with our provision - avoiding or minimise complaints about service delivery

Responsibilities:

• Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary
• Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.
• Lead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance.
• Work closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience.
• Identify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement

• Ensure contracts are delivering within the scope for the designated Customers(s)

• Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery

• Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed

• Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters

• Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery

• Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate

• Flag anticipated increases or decreases of Demand with the account Management Team

• Contribute to internal discussions supporting the department-wide continuous improvement strategy

• Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers

• If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs

• Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
• Take ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes.

• Maintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services

• Build and maintain effective professional relationships as required within the team, with Customers, and with third parties involved in service operations

• Any other duties as and when required commensurate with organisational position

Essential Requirements

• Working knowledge of ITIL and experience within an IT Service Management environment

• Experience of actively managing the customer experience from a Service Desk perspective
• Experience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog
• Recovery experience
• Understanding of Agile Methodology and Project management skills

• Strong customer relationship skills, working with senior service management contacts.

• Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you

• Ability to work under pressure with excellent time management skills to meet tight deadlines.

• Strong organisation and customer service skills and the ability to multitask.

• Decision making skills to resolve issues or make recommendations.

• Excellent attention to detail together with a proactive approach to problem solving.

• Ability to work independently.

• Excellent knowledge of Windows applications and the MS O365 Suite

• Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)

• Strong communication and active listening skills

Desirable Requirements

• ITIL V3/V4 foundation certification (Intermediate or higher desirable)

• Knowledge of IT industry & best practices and all relevant industry standards

• Proficient in the use of the broader Microsoft Office suite, including Project and Visio

• Proven continuous improvement experience from a similar role, including project management

• Understanding quality service standards and applicable metrics

• Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure

Location : the role will be based in London for the first several months and then hybrid.

Benefits

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect:

· Autonomy to develop and grow your skills and experience

· Be part of exciting project work that is making a difference in society

· Strong, inspiring, and thought-provoking leadership

· A supportive and collaborative environment

As well as this we offer:

Development - access to LinkedIn Learning, a management development programme, and training

Wellness - 24/7 confidential employee assistance programme

Flexible Working - including home working and part time

Social - office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes

Time Off - 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year

Volunteering - 2 paid days per year to volunteer in our local communities or within a charity organisation

Pension - Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

Life Assurance - of 4 times base salary

Private Medical Insurance - which is non-contributory (spouse and dependants included)

Worldwide Travel Insurance - which is non-contributory (spouse and dependants included)

Enhanced Maternity and Paternity Pay

Travel - season ticket loan, cycle to work scheme

For a full list of benefits please visit our website (www.methods.co.uk/careers/benefits)