Service Delivery Manager

POSITION: Full-Time

LOCATION:
Portishead, Bristol

The Opportunity

The Role

As a Service Delivery Manager you will be responsible for owning and overseeing the delivery of services to specific clients in line with contractual and service level commitments. Keeping clients satisfied with the company’s services through managing projects, fixing any reliability issues and tracking services metrics.

Key Responsibilities

Manage the Service Delivery execution against contracted service level agreements

Ensure robust processes and procedures are maintained to ensure consistently high service performance

Own and manage the Service Delivery relationship, acting as the first point of contact for escalations

Lead structured reviews with the client and contribute to account development plans

Undertake periodic service reviews, building out longer-term capacity/ account plans in partnership with the client

Build deep and trusted relationships with the client, at all levels and is seen as the go-to person in relation to all service delivery matters

Act as the customer advocate ensuring appropriate quality and best practice to maintain and improve customer satisfaction

Analyse service incidents, looking at performance metrics, trends and root causes in conjunction with other team members

Main the service catalog for your customers

Monitor the success of new Services and changes to ensure they are meeting the required standards

Responsible for the scoping, negotiation, management and delivery of small to medium change for the customer

Oversee/monitor effective delivery of projects

Maintain awareness of and follow Chorus company procedures and guidelines, including security, regulatory and quality related matters.

• Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.
• Demonstrate behaviours that promote our values.
• Undertake any other duties as reasonably requested.

Personal Specification

Required:
Experience working with in an IT Service Desk

Good all round knowledge of ITIL standards

Knowledge of Microsoft 365 technologies

Ability to build rapport and trusted relationships with our clients

Confident, articulate and clear communication skills

Excellent organisational and time management skills

Excellent problem solving, troubleshooting and trend analysis skills

Accuracy and attention to detail

Why Chorus?

Chorus are an award-winning Managed Service Provider, specialising in Microsoft technologies and working with leading private and public sector organisations across the UK. Founded in 1999, we have continued to innovate and evolve our services so that we always deliver the latest cutting-edge solutions with a cloud-first approach and exceptional customer service.

Extraordinary results start with amazing people; we look for people with passion and drive and in return we provide you with an excellent platform to develop your career, knowledge and experience while helping our clients tackle exciting challenges.

Benefits

We work hard to attract and retain great people and key to this is offering great benefits and building an engaged and friendly workplace. Working at Chorus, you will get to enjoy:

25 days holiday per annum plus bank holidays

Great benefits packages – Perks, life insurance, holistic wellbeing, company pension, childcare vouchers, referral bonuses

Employee recognition scheme with vouchers, prizes and annual employee awards

Excellent growth and advancement opportunities to help you with career progression

Regular company social events and team activities

Hybrid working – we ask for two days in the office per week and the remaining days can be worked remotely or in the office as you prefer

Free parking, drinks, fruit and chocolate Wednesdays

Modern office with great staff area (PS4, pool table, table football, arcade games)

What to find out more? Why not hear from our people on Glassdoor.