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Service Delivery Manager

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Service Delivery Manager (Reading) 

ESP Global Services are currently recruiting for a Service Delivery Manager to provide service account management to an international customer.

ESP is trusted by global organisations to deliver tailored IT support and Infrastructure solutions around the world, 24/7. Our Global Headquarters are in Reading and we have regional Service Delivery hubs in Hong Kong, Trinidad and Mexico. We are looking for a vibrant, enthusiastic individual with a “can do” attitude to manage a key account from our office located in Reading. This is a new position and a fantastic opportunity for a candidate to join our growing team.

What does the job involve?

  • Work closely with the Head of Service Delivery in defining the strategy and account plans for their area of responsibility
  • Manage the operational delivery of contracted services to the nominated contract/s ensuring that we meet or exceed our contractual obligations including but not limited to our SLA’s and KPI’s
  • Improve customer satisfaction to meet or exceed ESP customer satisfaction targets
  • Continually evaluate the service, the service provision and make improvements where appropriate
  • Identify the root cause of issues and find solutions to remediate them in line with ITIL’s Problem Management discipline
  • Promote the organisation's capabilities to the client, identify sales opportunities and then work with the bid team to execute these opportunities
  • Conduct regular customer reviews to ensure that all operational deliverables are being achieved and client satisfaction is maintained
  • Collaborate with the Account Manager to achieve annual revenue and margin targets
  • Facilitate the growth of the nominated contracts by exploiting incremental revenue or cost saving opportunities
  • Control and manage the operating budget within the area of responsibility
  • Collaborate with the various teams to ensure that their performance is aligned to what is required to deliver the services
  • Act as a role model and coach teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction
  • Manage the business take on process to ensure that all future business reflects the quality and cost efficiencies required from ESP for operational excellence

Essential Skills & Experience we are seeking:

  • Minimum of 3 years of demonstrable experience in an IT Service Management role with a thorough understanding of the following functions: 
  • Bid Management
  • Customer Account Management
  • Operational Management
  • Service Management
  • Project Management 
  • ITIL professional qualification in Service Management
  • Experience in matrix managed organisations
  • Excellent English, verbal and written
  • Strong presentation skills
  • Management experience
  • Interpersonal skills
  • Influencing and negotiation skills
  • Excellent relationship builder

Working hours-
Monday-Friday - 0900-1730

Sound interesting? Please apply today for a quick response.

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Jordan Farr

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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