About Us We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience‑led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market‑leading managed services, Microsoft‑centric business software and cloud solutions to over 300 ambitious mid‑market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well‑established cyber security capabilities. Our mission is to unleash the potential of people through amazing IT experiences. Our Values At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game‑Changers. Be the best you can be We do what we say Together we win Description As a Service Delivery Manager you will own the service experience for a portfolio of customers, adding value to key functions within the Service Operations that enable the delivery of a high quality of service. Key Responsibilities Service Management – Helping Acora meet agreed service levels on an ongoing basis for one or more customers Service Transition – Working with the aligned Project Manager and Service Operations to successfully onboard new customers into Acora Service Operations. Service Remediation – Owning and managing to conclusion specific identified service defects that require management ownership and leadership in order to effect a positive, lasting change. Pro‑Active Analysis – Leading and contributing to regular activity to analyse ticket patterns to help the Service Desk team identify to common issues that require Problem Management or identify risks/eliminate false positives based on Event Management data. Pro‑actively work to support the day to day client relationship and drive customer satisfaction. Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement. Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions. Service Review attendance and presentation of monthly service report pack. Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality. Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process. Overview and involvement in Projects as a key stakeholder, including supporting Acceptance Into Support (AIS) activities. Act as a stakeholder in CAB, providing input to the process and adding value. Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes. Generation of monthly reporting on contractual services, risks and issues. Oversight of Onsite Technical Resources where applicable. Key Skills Strong leadership and people management skills. Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines. Experience of managing, measuring and improving 3rd parties and 3rd party delivered services. Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder. Able to demonstrate strong organisational skills and the ability to manage ongoing activity. Manage and prioritise tasks/time efficiently and encourage the same in others. Able to facilitate, chair and steer meetings to achieve the stated objective/decision. An evident passion for good customer service. Demonstrate a creative approach to problem solving and conflict resolution. ITIL foundation qualification will be advantage. Personal Specification An evident passion for good customer service. Demonstrate a creative approach to problem solving and conflict resolution. ITIL foundation qualification will be advantage. #J-18808-Ljbffr Acora Limited
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