Service Delivery Manager

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Responsibilities:

• Deliver service management and support to large-scale and diverse customers, including taking ownership of incident management, escalation procedures and related disciplines.
• Responsible for service transition from contract award to live service
• Execute service review meetings with customers to review service level reports on a regular basis
• Take accountability to ensure that all customers and internal teams understand the services being delivered and are kept informed of ongoing actions and issues with service
• To be the primary interface for service delivery and operational escalations
• Take ownership of all customer issues and drive resolutions with internal teams accordingly
• Develop, maintain and manage continuous service improvement plans.
• Provide internal performance dashboards on client satisfaction and contract performance
• Own, translate and develop service documents, always amending them accordingly to track changes and reflect current and future services
• Assist Client Directors to drive growth of existing customer accounts through effective reporting, customer temperature checks of accounts and utilisation of MLL technical and operational teams

Your areas of knowledge and expertise:

Essential:

• Experience within an IT Service Delivery or IT Customer Relationship role
• Experience of working within or for the telecoms industry
• Knowledge of ITIL Service Delivery practices
• Strong communications skills both verbal and written
• Ability to work under pressure and effectively prioritise workload
• Self-motivated with the ability to work autonomously and under own initiative
• Good knowledge of the Microsoft Office product suite

Desirable:

• Understanding of networking fundamentals, including WAN, LAN and Wi-Fi technologies
• Experience of working within the public sector or for public sector customers
• ITIL qualified

More about us:

UK's leading Cross-Technology Network Integrator, spanning Fixed, Radio and Mobile 4/5G

Underpin the communication strategies of our customers by ensuring their network infrastructures are optimally designed, developed and maintained within a fast changing environment.

We architect and manage some of the most complex and secure Data / Voice networks in the Public Sector and Mobile Network Operator market.

Our Public Sector team deliver critical network services to the NHS, Emergency Services

Trusted Partner to move NHS sites to a new Health dedicated network environment.

Our Service Provider are a delivery Partner in Vodafone's Radio network transformation programme.

We are currently the Key Delivery Partner in over 15 major UK network deployments that will enable communication between millions of users in business, the public sector and communities

We want everyone at MLL to 'Bring their best self to work' and we do this by asking you to live our value behaviors. We live our values everyday by...

Delivering Excellence
This belief stems from being accountable to one another. Having confidence in our data enables us to be accountable. And being prepared to challenge means we don't settle for mediocre.

Challenging for Change
We want people who want to challenge the status quo.

Accountability Builds Trust
Accountability requires some kind of honest review to reflect how we are doing against our responsibilities. This is not simply about a contract or project plan, it is about a mindset, an air that is portrayed as 'we have got this!'

Data Delivers Distinction
We need people to think in a 'data is valuable' kind of way, not just for efficient operations but also for winning in the market. This is not some mechanical thing, it is a way of thinking, of seeing the world.

At MLL Telecom we feel we have a great business and believe strongly in its potential to make a real mark within the sector. We have great people on board and are recruiting excellent new talent as we grow. Those on board are hungry to make our business a success. We are on an exciting journey and look for a passionate individual to join us in this key role.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.