Service Delivery Manager

nscglobal’s Service Delivery Management function is pivotal in ensuring client satisfaction and provides client advocacy within nscglobal and within the client for all services delivered. The Service Delivery Manager key objective is to manage the in-life service and fulfil NSC’s commercial contractual obligations, whilst delivering a profitable service and attaining a high level of customer satisfaction.

Responsibilities:

• Adhere to the Service Review Meeting framework

• Monthly Meeting client facing
• Invites issued for all meeting
• Minutes captured
• Following standard meeting agenda within NSC Global

• CSIP activities completed and using standard template
• Contract commercial triggers and tracked and communicated as required
• Know your contract (NSC obligations)
• Service performance against contract
• Invoicing and billing
• Customer satisfaction

Relationship Management

• Develops productive and positive partnerships with client programme teams
• Development of a client engagement strategy
• Engagement with key client’s senior management teams to understand business drivers and challenges
• Responsible for client satisfaction and remedial actions for improvement

Governance & Reporting

• Ensures all Service obligations are met / exceeded
• Directly manage the client governance process
• Ensure delivery teams are operating their (PS, PM, GS) operational governance processes with client
• Ensures Service Quality measurement is in place and a “service excellence” ethos promoted
• Ensures Continual Improvement process is in operation Client temperature / satisfaction – based on objective of delighting them
• Ensuring regular client service review meetings at agreed interval with each segment of clients, providing and reviewing service reports

Sales Assurance & Alignment

• Ensuring issues are resolved in a timely and effective manner
• Reporting good performance to the client and context when there are issues
• Ensuring you are aligned with sales  and contribute to client account plans

Financial stewardship

• Understand overall financial performance (rev and GM) of client contracts
• Identify issues in financial performance
• Focussed on driving additional revenue in the account by capturing additions and deletions, chargeable activity, rebates, projects, smart hands, contract threshold measures and call off PO’s (not exhaustive list)

Qualifications:

• National Diploma or similar and/or at least 5-8 years experience in a similar position
• Experience working in a service provider / outsourced IT services environment
• Strong knowledge of quality assurance
• Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
• ITIL certification plus other such as Microsoft certification, etc
• Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner;
• Experience in dealing with client contacts at a senior level;
• Service Delivery background

Soft Skills:

• Highly developed negotiating, presentation and communication skills
• Resilient, focused and performance driven in a dynamic and fast moving environment
• Quality oriented in all aspects of delivery
• Customer service focus
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines.