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Service Delivery Manager
2 weeks ago
Service Delivery Manager Place of work: On-site Park West, Dublin 12 + Clients Site /Duration: Permanent / Hours of work:Monday to Friday Office Hours. About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT Managed Service solutions. As part of the Auxilion organisation you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland to provide the best possible technical service and customer experience that the client requires. The Service Delivery Manager is responsible for the successful and timely delivery of high-quality services to assigned Auxilion customers. This role plays a crucial part in ensuring customer satisfaction, building strong client relationships, and consistently delivering high quality services. The SDM is responsible for the service experience in all areas of the engagement and works closely with the Account Management team as well as Operations and Support to gain an in-depth understanding of the customers service need and influence key stakeholders to improve the customer experience. We require a Service Delivery Manager, experienced in managing multi-disciplined IT Managed Services, with proven stakeholder management at senior level in large organisations is essential. As part of your role you will be responsible for the line management of the people working on the managed service. Key Responsibilities: Customer Delivery and Operations Oversight: Oversee the day-to-day delivery of services, ensuring adherence to SLAs, KPIs, and customer contracts. Monitor service performance, identify potential issues proactively, and implement corrective actions. Conduct regular service reviews with customers to gather feedback, address concerns, and identify areas for improvement. Ensure the successful delivery of service projects, ensuring they are completed on time, within budget, and to the required quality standards. Coordinate with internal customer delivery teams (e.g., professional services, support operations centre, project management) to ensure seamless service delivery. Collaborate closely with the account manager and customer experience manager for assigned customer accounts Understand the clients expectations and develop strategies to exceed and continuously improve. Work closely with the sales teams and operations manager in this area to identify new opportunities and value add across the services you are responsible for. Report service performance to client and to the business in line with governance requirements and defined business standard (weekly/monthly/Quarterly). Customer Relationship Management: Responsible for stakeholder management within the account, liaising with senior managers and developing relationships with key stakeholders to protect our interests. Build and maintain strong, long-term relationships with assigned customers. Manage/Develop the overall governance structure for the accounts ensuring the correct processes and procedures are in place. Act as the primary point of contact for customer inquiries, escalations, and new / change requests. Proactively communicate service updates, incidents, and planned maintenance activities to customers. Own the Change Control process across the service ensuring that all changes are tracked and modifications to services for value add and additional revenue opportunities are captured. Responsible for customer satisfaction for the service. Continuous Improvement: Identify and implement process improvements to enhance customer delivery efficiency and effectiveness. Contribute to the development and improvement of service delivery methodologies and best practices. Stay abreast of industry trends and emerging technologies that impact service delivery. Technical Responsible for the technical competencies of the delivery team, need to ensure a sufficient level of skills exist to deliver the service. Work closely with the team leads to mentor and develop the technical teams. Ensure all service documentation both technical & operational is up to date and available in the correct location. Own the transition project for the onboarding of any new services within the account. People Lead and mentor a team of service delivery professionals, ensuring their performance and development. Allocate resources effectively to meet service demands and optimise team utilisation. Responsible for all resources who are working on the service this includes all permanent staff and contractors. Working closely day to day with the team and helping to develop the leads in their roles so that they are responsible for their costs and team management. Be responsible for the recruitment selection within the service you manage and support the various service teams. Ensure that Training and Development programs are in place for all your team members. Work with the People and Talent teams together with the team leads on their development. Skills and Experience Bachelor degree or equivalent Microsoft Office (Word, Excel, PowerPoint) Proven experience in a service delivery role within the IT/Technology industry ( 2+years). Experienced working with customers, leading service reviews, understanding their needs, service requirements and strategy Background in operational management of managed services and outsource contracts Strong communication and decision-making skills ability to balance conflicting interests and prioritize effectively Extensive relationship management skills, experience is effectively dealing with and influencing different stakeholders Professional proficiency in English Excellent senior stakeholder management skills, customer and leadership team engagement Experience in driving operational improvement Creative and innovative approach to issue resolution and conflict management Strong analytical and problem-solving skills with the ability to identify and resolve issues effectively. Experience with ITIL or other service management frameworks (preferred). Experience / Knowledge of project management methodologies (e.g., Agile, Waterfall) is a plus. Skills: It Management Service Management Service Delivery Management
