We are seeking an experienced Service Delivery Manager to join our AV integrator client and take ownership of ensuring the successful delivery of contracted services. You will drive operational excellence, meet agreed SLAs, maintain high levels of customer satisfaction, and champion continuous service improvement.
This is an exciting opportunity for a talented professional to make a real impact on client success operations.
Key Responsibilities:
Service Operations & Performance
- Manage day-to-day service delivery across client accounts, ensuring SLA and KPI compliance.
- Coordinate with internal teams, on-site engineers, and vendors for timely issue resolution.
- Monitor ticket queues, escalations, and recurring incidents; analyse trends using AI platforms.
- Produce and review regular service performance reports.
Client Relationship Management
- Act as primary service contact, building strong client relationships at operational and management levels.
- Lead regular service review meetings, presenting performance data and improvement plans.
- Manage communications during escalations or major incidents and represent the client voice internally.
Continuous Improvement & Innovation
- Identify and implement Service Improvement Plans based on feedback and performance metrics.
- Support asset lifecycle management, technology refreshes, and process documentation.
- Promote the use of AI and automation to improve responsiveness and reduce manual effort.
Commercial & Administrative
- Support contract renewals, service add-ons, and change requests.
- Ensure accurate reporting for service usage, invoicing, and forecasting.
- Review and validate service asset and configuration data.
Team Collaboration & Leadership
- Work closely with engineering, projects, and account teams to ensure smooth delivery and aligned priorities.
- Support onboarding, mentoring, and development of new service team members.
- Foster a customer-focused, innovation-led culture, encouraging adoption of AI-powered tools.
Requirements:
- Proven experience in service delivery management within IT or technology services.
- Strong client relationship and stakeholder management skills.
- Analytical mindset with experience using reporting tools and AI/automation platforms.
- Excellent communication, leadership, and problem-solving abilities.