Senior Service Delivery Manager

Location: Derby



Job Description

We have an exciting opportunity for a Senior Service Delivery Manager to join our busy Service Delivery Department. You will gain valuable on the job experience whilst undertaking a variety of sales and customer relations duties.

This is a multi-department role that focusses on delivering excellent service for new and existing customers. You will build and develop strong relationships between targeted customers and Node4. You will act as a central point of contact for service delivery issues, including major incidents and service impacting issues.


Key Responsibilities

  • Provide the prime point of focus and contact for customer service issues
  • Take the lead role in all customer service review meetings
  • Invoke escalation and jeopardy management procedures as required
  • Produce regular Service Performance reports for designated customers
  • Agree, document and ensure the subsequent delivery of any customer Service Improvement Plans
  • During major incidents take on a central coordination role
  • Produce customer-facing Incident Reports and distribute as required
  • Contribute to any post incident investigation
  • Produce regular management reports
  • Maintain service management documentation
  • Work with the Product Management and Sales team

Essential Skills

  • An up to date accreditation in a recognised Service Management professional qualification e.g. ITIL
  • Understand the importance of and how to deliver great customer service
  • Excellent communication skills (face to face, verbal and written)
  • Be a passionate communicator with the ability to alter the message to different audiences
  • High attention to detail
  • Ability to work pro-actively and to tight deadlines