Service Delivery Manager

The role The Service Delivery Manager role is pivotal to achieving M247’s strategic objective to differentiate through exceptional customer experience. Working closely with the Sales, Sales Engineers and Operational teams to foster strong successful relationships with key customers. Our ideal candidate will come from an MSP/ISP background with proven experience of managing customer accounts focusing on the technical and service aspect alongside the sales account manager. Understands who the key stakeholders (decision makers) are within a customer’s organisation and builds strong relationships with them. Collaborates with Sales, Sales Engineers and Operational teams during the service design of a new or changed solution to leverage their unique understanding of the customer. Advocates the customer within M247 by escalating internally where expected standards are not being met. Translates the customer’s feedback into a Service Improvement action plan and co-ordinates delivery of this. Completes Service Performance Reviews with customers, providing reporting on KPIs and insight into the results that leads to action. Utilises tools and unique understanding of the customer to undertake capacity planning for the customer’s requirements, leading to up-sell and cross-sell opportunities. Work with Customer Experience and Success functions to maintain high performance levels for service-related processes and implement improvement activities where necessary. Work with Major incident management, to coordinate with resolution parties, and establish effective communication between stakeholders during major incidents and for post-incident reviews.
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