Service Delivery Manager

Imagine having the opportunity to join an organization that is committed to your professional growth and development. You will be a part of our amazing team where you will have an opportunity to work with other innovative and passionate individuals in a work-life balance environment, where it is fun, challenging, exciting and ever changing.

**RESPONSIBILITIES**
- Support the operational relationship between internal and client organizations, acting as an escalation point for effective Incident Management.
- Ensuring a coordinated and appropriate level of service is provided to all our clients, including management against SLA.
- Management of customer expectation and delivery to commitments.
- Driving additional project related revenue through the customer.
- Production of monthly service report. Will have input and receive information from Service Line Managers.
- Billing data control, including chargeable activities. Assist in managing clients challenge of billing information.
- Management of Service Variation process and production of proposals.
- Tactical management of operations, including matrix-management of internal teams (Field and Service desk).
- Hold & attend regular team meetings and ensure regular communications motivate and communicate with on-site staff via meetings and ad-hoc briefings.
- Hold & attend weekly, monthly & quarterly reviews with customer stakeholders based on governance model.
- Ensure adherence to company procedures including escalations, quality programme, confidentiality and virus policy.
- Performance management and development of all direct reports and providing feedback for reviews of virtual team members as required.
- Manage all disciplinary issues for direct reports effectively.
- Understand the customers’ business and technical environment and thus be proficient to drive down the cost of ownership.
- Review and ensure the maintenance of optimum resource levels necessary for the delivery of the agreed services, including staff, spares, equipment, tools etc.
- Customer P&L management.
- Management of client relations in both positive and negative service delivery scenarios.
- Provision of timely responses to client escalations.

**SKILLS AND QUALIFICATIONS**
- Minimum of 5 years’ experience with service delivery management and project work on complex projects in rapidly changing environments.
- Third Party Management - Supplier integration and delivery of multiple services.
- Experience of matrix management: working with internal delivery organization, coordinating activities of internal organization during crisis periods.
- Demonstrable experience of working in a complex IT Service Management environment.
- Very strong influencing, problem solving and negotiation skills.
- People management skills.
- Customer Facing skills.
- Proven operational management ability: measuring and reporting on operational performance, assessing position and taking appropriate and effective management actions.
- Experience of remote management.
Preferably someone with short notice / immediate joining.
- Preferably someone with banking / insurance industry exposure.

**About Getronics**:
Getronics is an ICT Services group consisting of the Getronics and Connectis brands. With an extensive history that extends over 130 years, the Getronics family has 4000+ employees in 22 countries across Europe, Asia Pacific, Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets.

Our services portfolio is designed to build digital experiences that drive real business outcomes. Our capabilities span across Digital Workplace, Cloud Services, Smart Spaces, Business Applications, Security & Compliance, Field & On-Site Support, Service Desk and Network Services.

Getronics is the leading member in the Global Workspace Alliance, a
unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 100 countries. The GWA is ranked number 3 globally according to OVUM’s Managed/Maintained End-user Devices with a total of 10M assets.