Service Delivery Manager

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KHIPU Networks is an award-winning and highly successful Cyber Security company based in the UK and Africa. We offer outstanding opportunities for candidates of all levels within a dynamic and flexible working environment.

Founded in 2005, KHIPU Networks' ethos has always been to work in partnership with customers, to understand their environments and challenges so that we can design and deploy 'Best-of-Breed' solutions that enable them to meet their strategic goals.

Service Delivery Manager - The Role:

KHIPU currently have a vacancy within the operations department, for a full-time Service Delivery Manager. The successful applicant will have a proven track record as a Service Delivery Manager, ideally within the IT industry, having the ability to engage with other employees, customers and suppliers at all levels. You will be the go-to person for the customers you are allocated, focusing the coordination of requirements to ensure customer satisfaction and Service Level Agreements are adhered too. This is a challenging and demanding role and is likely to suit a self-motivated individual who has certifications in ITIL methodology (or equivalent). This role will require travel to customer sites across the UK and internationally, when necessary.

Service Delivery Manager - Key Responsibilities:

• Work closely with Sales Account Managers/Directors to understand and respond to customer requirements ensuring that KHIPU maximise and build upon our Customer relationships, maintaining the position of a key supplier and strategic partner
• Be the pro-active customer advocate, always having a clear understanding of how our managed service customers view KHIPU, and the services being provided, focusing on the continual improvement of customer satisfaction, contract retention and profitability of KHIPU's Managed Services
• Undertake all necessary activities to ensure an effective initiation and on-boarding of new Managed Service Customers in line with Service Level Agreement documentation
• Arrange and attend regular service reviews meeting, producing documentation highlighting the performance against SLA. Ensuring agreed follow up actions and service improvements are recorded, tracked, completed or escalated.
• Pro-Activity review any area of potential improvement of the delivery of the associated KPI's agreed with the customer
• Management of escalations and customer raised concerns, facilitating the resolution through cross departmental communication and senior management involvement

  Service Delivery Manager - You:

• Experience within a similar role, in a similar industry would be desirable
• Strong customer service ethic, demonstrating previous experience in a managed service and support environment
• Experience and knowledge of KHIPU product portfolio, or similar, would be desirable.
• Be able to communicate effectively across multiple departments and possess the ability to multi-task, prioritising effectively in a pro-active and professional manner
• Capable of task managing resources across departments to present a coordinated service to the customer
• Have an excellent understanding of IT Managed Services, Service Management, ITIL and relevant ISO Standards
• A flexible approach to delivering against tight deadlines in a challenging environment
• Excellent communication skills
• Able to drive and with a full UK driving licence, to travel to our customer locations within the UK as necessary

Service Delivery Manager - Company Benefits:

• Competitive salary, dependant on experience + car allowance
• 26 days' annual leave entitlement, rising with service
• Private health care policy
• 5% pension contributions
• Life Insurance policy
• Cycle to Work Scheme
• Numerous company events throughout the year
• Regular team building activities throughout the year
• Company laptop and phone