Contract: 6 months
Rate: £575 - £605 per day Inside IR35
Clearance: suitable candidates must hold current DV Clearance
Location: Southampton(Hybrid working available) and some travel to customer sites
Senior Service Delivery Manager used to working with MoD on above OS projects required.
Scope of work to be undertaken
• Meet end-user demands, solve customer problems, and drive high levels of customer satisfaction.
• Take ownership of customer requests, issues, and get-well plans, following them through to resolution, supporting post incident reviews, and providing customers with timely updates throughout.
• Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis.
• Ensure maintenance tasks are completed within contracted timescales and all maintenance is recorded.
• Liaise with customers to build relationships, serving as the main point of contact for service-related matters.
• Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations.
• Finance management of Service contracts (including orders for spares and repairs), forecasts, raising purchase requests, and invoicing. Monitor and achieve targets across Cost, Quality, Time, CSAT, and Gross Profit performance.
• Project management: service reviews, create and maintain trackers and registers including the RAIDO, and accurate project reporting in line with the company procedures, managing escalations where appropriate.
• Customer facing Change Management: Establish and then manage the customer facing Change Management processes, chairing the CABs, and linking into asset and configuration management as well as TechPubs.
• Continuously improve Service Support and Service Delivery processes to meet business needs.
• Support sustainable and profitable business growth through Customer Satisfaction.
• Promote the company brand and products so customers, partners and suppliers value our honesty and integrity and have confidence in our ability to successfully meet their needs.
• Always fully complying with company's published policies and procedures.
• Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.
If this role is of interest, please send an updated CV to (url removed) to discuss further
Salary description
£575.00 - £600.00 per day