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Service Delivery Manager

We are currently looking for a Service Delivery Manager to join our Argos for Business team.

You will be responsible for the management of service within the Customer Delivery and Client Services teams, ensuring that all processes and platforms are maintained and available to support the operational model.

Reporting to the Customer Delivery Manager, a focus will be to ensure all new processes are owned, documented and understood by those responsible across the various teams.

This role is a key managerial position within the Customer Delivery Team, but don’t worry! Your trusty team of three are there to support and deliver effectively with your guidance.

Sound like your perfect next step?

As a Service Delivery Manager you will:

Be responsible for owning and maintaining the critical processes for servicing the products and customer contracts as agreed in line with the product catalogue and client contracts
Manage the communication of disruptions to service and considering any customer impacts
Effectively identify customer and service impacts, to ensure the correct prioritisation, communication and resolution of fixes
Ensure that resource is allocated accordingly to the customer and business priorities
Manage service changes, working closely with Group IS, 3rd party support teams, and the implementation team to maintain service and configure products as agreed
Ensure all relevant stakeholders are made aware and have input into decision making and prioritisation processes, prior to changes being undertaken and accepted into service
Work closely with the AFB Business Analyst, JDE Manager and other internal business stakeholders to ensure any developments are kept in line with business requirements and fully understood before they are accepted into service
Ensure the testing and accuracy of new process and configurations set up in line with agreed standard practices

As a Service Delivery Manager your experience will include:

Proven ability to work within a support organisation to a formal support methodology, ensuring Service quality through the implementation of IT best practices, standards controls and processes
Excellent interpersonal skills, be a clear and confident presenter both verbal and written and be able to communicate complex arguments concisely and effectively to a mixed audience
The ability to manage multiple situations in a demanding environment, and the ability to cope under pressure is essential
The ability to lead and guide key influencers within the business
Be numerate and highly PC literate and ideally educated to degree level
Take initiative to keep skills up to date and maintain awareness of developments in the industry

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