Service Delivery Manager

Description

Our Service Delivery Managers are responsible for establishing and maintaining business relationships with our customers, business partners and suppliers. These may have multiple products and services and as such will vary in size and in all cases, we expect our SDMs to deliver a high standard of customer service.

The purpose of this role is to establish, maintain and develop a strong working relationship with assigned customers, business partners, suppliers and internal teams. The post-holder will manage and coordinate the delivery and walkthrough of monthly service reports, together with any management of key service in liaison with internal teams.

This is a key role in our drive to improve customer satisfaction and needs strong interpersonal, negotiating and influencing skills. The SDM will also be involved with other areas of the organisation where co-ordination and approvals are required in relation to other aspects of the service.

Duties and Responsibilities

• Develop and manage effective engagement acting as a conduit between the customer, business partner or supplier and the System C Alliance taking on a point of escalation role
• Schedule and lead remote Service Review meetings with the customer, business partner or supplier ensuring that necessary actions are followed up appropriately (face to face if requested by the customer)
• Create, review and distribute monthly service monitoring reports and review service level performance at service review meetings in line with agreed contracted timescales
• Support the Account Manager where necessary and escalate any issues that cannot be resolved which could impact receipt of service payments
• Help drive resolution to customer service issues through effective working arrangements with internal teams acting as the Incident Manager for the customer
• Represent the customer’s interests in release planning activities; Work with Release Management to highlight and drive customer change/issue fix into Release process
• Follow the agreed internal escalation process for Hot Fix requests for all products and services
• Initiate and manage the Customer Complaints Procedure if and as required by customer sites
• Ensure internal stakeholders are kept abreast of site health information with the creation of regular, accurate and comprehensive reporting and follow up on actions for improvement or change
• Manage the end-to-end supply chain of the services and products provided
• Out of hours work may be required

Skills and Experience

The post holder must have knowledge / experience of:

• Working with customers, suppliers or business partners and proactively driving actions to improve customer satisfaction
• Healthcare experience with a sound understanding of the business processes
• Proven ability of working under own initiative and driving change
• Demonstrable experience of being able to prioritise and execute tasks
• Working with other teams associated with delivering a service with experience in challenging organisational ‘norms’ and influencing change
• Communicating at a senior leadership level
• Ability to manage within a high-pressure environment

Mandatory Skills

The post-holder must have the following skills:

• Strong relationship building, influencing and negotiating skills
• Creative problem solving
• Ability to collaborate with staff at all levels and to work either as part of a team or independently as required by the task at hand
• Good documentation skills
• Strong written & verbal communication and interpersonal skills
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
• Excellent business relationship skills
• Ability to travel to customer sites or office locations if and when required.

Desirable Skills

It is desirable for the post-holder to have the following skills:

• ITIL Foundation certification or equivalent knowledge
• Continuous improvement understanding
• Conflict management experience
• Matrix management experience

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.