Charterhouse Group is a UK based, PE backed, value-added reseller providing a wide range of technology solutions across the Unified Communications, Cyber Security, LAN and Microsoft Teams spaces. The Group operates under two brands, Charterhouse Integrated Solutions and Symity.

The Role

This role is within the Managed Service organisation and reports to the Director of Customer Operations.

The successful applicant will have with previous experience of customer focused operational service delivery, and has a good knowledge of service principals, and believes in a customer experience lead approach.

The role underpins the wider ITIL Service Delivery competency. Effective Customer Service Delivery is critical to the success of Symity, enabling us to deliver services under contract, manage risk and provide superior quality services over our competitors, that meet our clients’ needs, and drive business growth through an increase in recurring annual profit. Its therefore important that our service delivery is effective, consistent, prepared, and courteous.

An ability to effectively communicate with customer key stakeholders, collaborate with Sales Account managers and work hand in glove with colleagues, is necessary to carry out the many responsibilities of a Service Delivery Manager. The primary responsibility of the Service Delivery Manager is to ensure Symity managed service customers are receiving the high-quality level of service agreed contractually, whilst under contract and that customer stakeholders can articulate the value that Symity brings to their organisation. The Service Delivery Manager needs to ensure the Director of Customer Operations stays apprised of any key issues and high risks and offer tangible and, whenever possible, data-driven mitigations and plans of action to improve the scenario.

In addition to supporting business-wide goals, regular and effective communication between service management and key internal Symity business stakeholders is important to influence decisions taken earlier in the customer lifecycle which are likely to impact service delivery at a later stage.

This role requires strong communication, and problem-solving skills, as well as the ability to work well with others under pressure.

Although this is a remote role there will be an expectation to go to our offices for team meetings/events/customer meetings on some occasions.

Requirements

• Managing client relationships : responsible for maintaining positive relationships with clients under contract and ensuring their needs are met in line with managed service scope. Provide regular updates on service delivery, deliver service reviews and respond to client inquiries and concerns.
• Coordinating service delivery : oversee the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a consistent, timely and efficient manner for the client.
• Monitoring service performance : track and monitor the performance of services, identify areas for improvement, and implement / advise where changes are needed.
• Ensuring compliance with service level agreements : responsible for auditing compliance with service level agreements, and that the services provided meet the required quality standards for clients.
• Continuously improving processes : continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.

Key Skills

• Strong customer centric focus on service excellence.
• Empathy and good interpersonal skills.
• Ability to manage conflict.
• A team player with excellent management, organisational and communication skills, and desire to work collaboratively with others to meet and exceed client needs.
• Can operate at a professional management level, with the ability to influence, negotiate and seek workable compromises whilst maintaining quality and integrity to both the customer and Symity.
• Experience managing agile environments and complex people challenges under pressure.
• Detail oriented but able to appreciate the bigger picture, with excellent organisational and multi-tasking skills.
• Critical thinking, problem solving and logical decision making.
• ITIL (V3 / V4) Service Management certifications or experience
• Solid understanding of the service discipline, process lifecycles, and approaches.
• A foundational understanding of UC and/or MTR technologies based on MS Teams and relevant eco-system vendor partners.
• A logical approach with the ability to foresee issues that may impact delivery due to technical or logistical critical path activities.
• Experience using and knowledge of ServiceNow and optimising service delivery.

Responsibilities

• Assure customer service excellence is delivered through effective engagement, working with colleagues to build understanding on resolution and ensuring the customer understands the context from reporting.
• Coordinate all relevant stakeholders, including the support desk team, customers, including other cross functional teams that have client touch points alongside service delivery, to provide a joined-up customer experience.
• Engage with customers at the start of new projects, where additional services are to be deployed into an existing customer’s live service. Work with the project team to provide relevant operational context, that supports and ensures consistent customer service relations and key communications.
• Service level insights

1. Client discussion on their perception of our overall Service levels (including our backed off vendors). Where required gather information for SWOT (Strengths/Weaknesses/Opportunities/Threats), CSA (Current State analysis) and Gap analysis.
2. Feedback to the Service Desk Manager our specific customer’s experience for review and action. Which can include benchmarking, SWOT (Strengths/Weaknesses/Opportunities/Threats), CSA (Current State analysis), Gap analysis.
3. Feedback to our vendors on specific customer service levels and experience for review and action. Which can include benchmarking, SWOT (Strengths/Weaknesses/Opportunities/Threats), CSA (Current State analysis), Gap analysis.

• Ownership of Client Service review meetings (SLA data collated with Service Desk Manager and engineer attendance where necessary).
• Responsible for client liaison with P1 tickets and coordination with engineers & Service Desk Manager for response.
• Client focused support ticket quality control / delivery oversight (high value P1 / P2 incident management).
• Key point of support escalation for the client.
• Ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident Review and RCA owner.
• Ensuring that all processes and communication standards are used with clients, and are appropriately documented, consistently reviewed, and regularly improved. (Both for owned and where a stakeholder).
• Maintain relationships with third-party vendors including our outsourced meeting room partners in conjunction with other Partner managers and Service colleagues.
• Owner for Service Delivery Manager owner processes.
• Key stakeholder for Service Desk Manager owned support processes with relevant Service Delivery Manager input.
• Key stakeholder for wider Service Delivery owned processes with relevant Service Delivery Manager input.

1. Product management (Service Descriptions & Offerings).
2. SLA management (Service Levels).
3. Stage Gate 2 management (Service Transition).
4. Client ticket management tooling & processes (Snow).

• To work with, influence and communicate the client impact of decisions with colleagues.
• To support the Director of Customer Operations to provide overall, a successful managed service wrap for clients.
• Positively influence the Service and wider Symity culture and adherence to best practice and defined Symity processes.
• Promote service delivery with senior management and work to ensure that it is properly viewed as a core business asset.

Benefits

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, a volunteering day, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Charterhouse is where careers happen. We offer a supportive, innovative, stimulating and fast-paced environment where development, reward and recognition are available to everyone, and anything is possible. As you transform our client’s approach to technology, we’ll help you transform your career through progression, reward, development and recognition.