Service Delivery Manager

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Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

As a Service Delivery Manager, you will be responsible for ensuring that our team delivers an exceptional customer experience that will result in increased business engagement and customer satisfaction. Our customers have complex requirements hosted across a variety of different software platforms with health data at its core. This role encompasses some elements of classic ITIL service management whilst leaning more strongly into software/data application management, customer liaison and people management at its heart. This role is best suited to a junior or mid-level service manager seeking to take ownership of one of our key customers, being empowered to make important decisions in our delivery methodology and receiving mentorship through the next stage of their service management career.

MAIN RESPONSIBILITIES

• Manage the service relationship with NEC Registry Customers;
• Produce accurate monthly and quarterly service reports;
• Understand the contractual commitments in place with NEC Registry customers and monitor to ensure contracted SLAs are delivered;
• Main point of contact for NEC Registry Customers and first point of escalation for any issues or complaints;
• Manage any issues with the services and liaise with internal and external service stakeholders to ensure resolution;
• Lead a small team of Compliance Officers who ensure customer targets are met;
• Manage complex software and data releases to our customer products
• Manage Service Improvement Plans for each service and contribute to central Health SIPs.
• Attend regular customer and internal meetings;
• Liaise with development and support teams to schedule, review and approve changes to the service applications;
• Identify potential opportunities for future business expansion within existing services and customers;
• Work with members of staff from different teams and build strong working relationships.

ESSENTIAL COMPETENCIES & EXPERIENCE

• A proven record of delivering services to a high standard and meeting associated SLAs;
• Excellent people/stakeholder management skills
• Previous experience within a healthcare/software/data driven environment
• Experience of ITIL Service Management processes;
• Experience of working directly with customers;
• Experience of producing detailed and accurate reports and documentation;
• Experience and involvement in Change Control processes;
• Strong communication skills;
• Excellent IT skills including good knowledge of MS Office;
• Attention to detail

Qualifications

PERSON SPECIFICATION

• Ability to stay calm under pressure;
• Able to develop relationships with a wide variety of people;
• Capable of communicating with technical and non-technical staff to translate customer requirements and issues;
• Ability to manage and engage effectively with senior stakeholders / decision makers
• Ability to manage multiple high-profile accounts simultaneously.
• Ability to work with ambiguity and navigate/coordinate responses to complex issues where obvious solutions may not be available.
• Willing to challenge and improve existing processes and practices;
• Ability to contribute and participate in solution development;
• Capability to multi-task and balance customer requirements and internal priorities;
• Excellent oral and written communication skills;
• Willing to travel to customer sites.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.