Service Delivery Manager
| Posting date: | 10 April 2024 |
|---|---|
| Salary: | £55,000 to £60,000 per year |
| Hours: | Full time |
| Closing date: | 10 May 2024 |
| Location: | EC2V 7NQ |
| Remote working: | On-site only |
| Company: | Capita plc |
| Job type: | Permanent |
| Job reference: | 10094287-422842 |
Summary
Capita are looking for a Service Delivery Manager. You will be a homeworker with regular attendance as requirements dictate to London, Capita and Client offices. What you'll be doing:
• Being accountable for the overall contractual deliverables of the assigned accounts
• Building and developing relationships of trust with key customer stakeholders providing the basis for CNS WAN success
• Developing, implementing and managing the governance framework of assigned accounts
• Ensuring the delivery of Operational Services contractual deliverables - SLAs and KPI's
• Continually driving Service Improvement across the assigned accounts
• Ensuring and owning the appropriate communication during client issues and escalations
• Owning and delivering the customer P&L/contract on time, quality and budget to ensure orders to billing/cash collection is managed end to end (minimize leakage)
• Ensuring the cost base is efficient and maximized in terms of driving underlying profitability and performance (utilization, average cost of labour management)
• Understanding and driving the contract to ensure we change control appropriately and deliver value for money for our customers
• Managing risks, issues and dispute resolution by liaising with internal departments to solve all commercial problems
• Generating high Customer loyalty by high customer CSAT, high customer inside knowledge and high customer touch
What we're looking for:
• Excellent communication and written skills with the ability to engage people at all levels both internally and externally
• Demonstrable Service delivery experience within the Telco industry
• Experience operating within an ITIL environment
• Impactful report writing and presentation skills with solid Excel experience used for complex data or formula manipulation
• Previous SLA Accountability with demonstrable SLA attainment and SIP definition and ownership as appropriate.
• Experience with Network Management performance metrics, including Availability, IPSLA and core ITIL functions namely Incident, Change and Problem
• Familiarity with key Network Management tools such as SolarWinds, PRIME or Remedy
• Qualified CISCO accreditation or similar experience
• Comfortability operating within a 24*7 high availability network management model and experience in managing major incidents, critical P1 outages and leading RCA exercises
About Capita | Transport For London (TFL)
We make journeys easier and safer. We're using technology and data to help more people move around London. Our teams are managing everything from a bus fleet of 9,300 vehicles to 402km of Tube network, the Santander Cycles and Cycleways to London's red route roads which includes 6,000 sets of traffic lights. Join us and discover better as you keep the capital moving.
What's in it for you?
• A competitive basic salary
• 23 days' holiday (rising to 27 ) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• Work from Home (#LI-Remote)
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Proud member of the Disability Confident employer scheme