Service Delivery Manager

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Job Description

Location: Bristol

This is a hybrid position primarily based in Bristol. We're committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

We give you a world of potential

A fantastic opportunity has become available for a Service Delivery Manager to join the team. This role is regarded as the main point of liaison for the delivery of client work as briefed in or supporting/running projects which are allocated.

The client will see them as an expert representative of our company that is able to demonstrate exceptional delivery of services via liaison / project management with the client and CCS departments. In addition, the Service Delivery Manager will work to exceed established service standards, client satisfaction ratings and Net Promoter Score targets for their assigned group of clients.

A role you will love

End to end 'once off' job management - The role holder will work with the client to understand their requirements and create clear / concise briefs for appropriate delivery departments. They will then communicate between the departments and with the client to ensure required inputs and outputs are accurate and on time.

Ongoing Management of 'Contract' jobs - For ongoing jobs managed as automated 'contracts' the role holder will need to complete required checks (resources /stock / inputs / outputs / timelines), work with internal departments and the client to resolve file failures, issues, and report progress.

BAU Account Governance - The role holder will aid Senior Service Delivery Managers where required to facilitate agreed governance with the client which may include attending meetings to discuss current workloads/projects and help with preparing reports on delivery performance.

BAU Relationship Management - The role holder will hold responsibility for the relationship of their assigned Clients in relation to the delivery of Communication based services. They therefore will need to be able to build trusted relationships with their clients through the delivery of our services.

Project Management -The role holder with be required to assist the Senior Service Delivery Manager with some larger projects, and as part of their development plan, over time will take on the running of small to medium projects within an established project management framework.

Invoicing/Debt Management - The role holder will oversee ensuring all billing for their clients is completed accurately monthly. Continual monitoring of cash collection performance reports from our finance team are then required and where necessary action should be taken, in collaboration with their manager, to address debt that is aging beyond accepted thresholds.

Departmental Improvement Projects - The role holder will assist the department manager by either taking part in or owning internal improvement projects.

Support of colleague work outputs - The role holder works within a team of colleagues with the same / similar responsibilities and so will support those colleagues with:

• Cross checking on a job-by-job basis
• Covering actions during colleague absence
• Ensuring their work can be successfully covered by colleagues during their own absence

What will you bring to the role?

• Demonstrate the ability to manage multiple work items at one time.
• Demonstrate the ability to work in a client facing role - strong interpersonal skills and a demonstrated ability to communicate diplomatically with clients, internal business partners, team members and other key stakeholders.
• A strong desire to understand your assigned client's business environment and motivation.
• Flexibility with proven ability to work in a high pressure, deadline driven environment.
• Commitment to accuracy and attention to detail.
• Computer literacy - Word / Excel / PowerPoint.
• Excellent written and verbal skills.
• Ability to learn and use multiple software programs and applications.
• Eagerness to learn new skills and adapt to new technology.
• Financial / commercial understanding.
• Can work effectively alone or in a group.
• Ability to interpret data at a basic level.
• Exceptional organisational skills and ability to prioritise is essential.
• Positive, enthusiastic, can-do attitude.
• A flexible approach.
• High degree of technical accuracy
• A strong awareness of the need for quality.

Preferred Skills & Experience

• Knowledge of the Share Plan, Registry or Loan Servicing markets

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.

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About Us

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.