Lead client relationships as a Service Delivery Manager for a global engineering firm. This role emphasizes SLA compliance and proactive service quality management in a dynamic environment.
As part of a tight-knit team, you will oversee the service operations to ensure exceptional client service delivery. Your duties will include managing SLA and KPI compliance, chairing service reviews, handling escalations effectively, and driving continuous service improvements. Strong communication with client stakeholders is essential for success in this role.
Key Responsibilities:
• Manage SLA and KPI compliance rigorously
• Chair monthly service review meetings
• Handle escalations alongside the Major Incident Manager
• Drive continuous service improvements through a CSI register
• Build strong relationships with stakeholders at all levels
Requirements:
• Solid grounding in ITIL principles
• Experience in service delivery or management
• Background in MSP or outs...