The role of the Principal Service Delivery Manager is to be the Service Lead for two Top Tier, mid-enterprise customers and is accountable for ensuring the delivery of a high quality of service, building a strong relationship with our customers, and continually developing Service Support and Service Delivery processes to meet customer’s needs over an evolving relationship.
This role also requires the individual to manage and monitoring adherence to key KPI/SLA performance, maintain P&L reporting, and provide leadership to the dedicated operations team aligned to those customers. This is a customer-facing role that requires robust stakeholder and matrix management, both internally and external, to ensure customer experience and expectations are managed.
The Principal Service Delivery Manager will be working closely will colleagues across Roc including customer account managers, finance partners, project managers, and architects and engineers responsible for delivering the commercial, project and technical aspects of the services.
Build and develop strong and resilient relationships with clients and be responsible for the delivery of services to two Roc clients
Prepare and present weekly, monthly, and quarterly performance reports, including profit/loss reporting, highlighting key performance indicators and financial metrics
Use feedback and data to make informed strategic decisions that will drive continuous improvement of processes and services, and in turn increase customer satisfaction and retention
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process, the Principal Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
Able to lead the operations team through major incidents as part of a rota, and through other managers absences if necessary
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Ability to build strong and resilient relationships
Excellent written and verbal communication skills
Excellent organization and time management skills sets
The expertise to interpret data and use it to drive service and process improvement
Able to deliver multiple workstreams in parallel in a time critical environment
ITIL Foundation Certificate
5+ years of being a Service Delivery Manager, for a managed services provider (MSP)
Basic understanding of network technology and concepts
Experience with writing and reviewing bid management proposals
Pro-active, with the confidence to produce and challenge new ideas
Able to work in a cross-functional team environment, ensuring appropriate communication to all stakeholders
The ability to communicate to C-Level stakeholders on complex issues
Professional and diligent
Able to demonstrate ownership of delivery and associated issues
Passionate about Customer Experience
Flexible, resilient and tenacious
A minimum of three years of experience managing SMB to mid-enterprise customers
SC Clearance
ITIL Certification