Service Delivery Manager

Job Description

Service Delivery Manager are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
SDM's maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both.

Key Accountabilities

• Building strong partnership relationships with customers
• Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
• Schedule customer maintenances and ensure appropriate quality checks have been completed
• Manage customer projects and oversee maintenance schedules for on time delivery
• Review service failures and produce incident reports when required
• Validate, negotiate and process service credits
• Produce and maintain service improvement plans
• Manage contract renewal negotiations
• Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
• Organize and chair customer meetings
• Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
• Produce ad-hoc reports when required i.e. MAR,SIR
• Responsible for adhering to company security policies and procedure as directed.
• Identify and assist with coaching and development for team members

Key Requirements

• Tenacious problem solver, will own issues until full resolution
• Excellent communication skills, both written and verbal with great attention to detail
• Strong rapport and relationship building skills with both internal departments and external customers
• Strong negotiation skills
• A good level of business awareness and commercial acumen with solid understanding of financial terminology
• Ability to create wow / delighter moments with customers
• Strong organizational, time management and prioritization skills
• Able to take a creative approach to situations and problem solving
• Relevant project management, customer service, account management or sales experience
• Technical certifications ITIL foundation certification/Prince 2 desirable but not essential

#LI-SW1