About the Role As a Senior Service Manager here at UBDS you will help direct and manage high profile Managed Services programs for several of our key strategic clients. You will be the main contact for the customer relationship as it relates to service delivery, ensuring that the customer receives world class service and an outstanding experience at all times.
Responsibilities
To act as the Senior Service Manager for one or more customer managed services, ensuring customer experiences exceed expectations.
Day-to-day client management and meeting service level (SLA) commitments for our clients by leading/influencing a number of internal resources
This individual reviews and approves all managed service deliverables, interprets the contract/SOW, serves as the primary escalation point for client personnel, and acts as the key resource held accountable for quality of delivery and customer satisfaction.
Ensures that proposed managed service offerings meet the outcomes required by the customer, liaising with senior UBDS stakeholders to ensure the service catalogue is continually updated in line with emerging technologies and trends.
Proactively manages the resolution of risks, including taking a lead role in coordinating customer, UBDS and 3rd party supplier resources to resolve customer issues and drive cross-functional issues to closure.
Proactively manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
Proactively formulates and takes corrective actions to mitigate service performance risks and issues, and alerts management of potential problems when appropriate.
Correctly sets operational expectations with customers, and ensures effective scope control.
Ensures regular customer Service Reviews take place, in line with contractual and other requirements, and delivers regular service status and service performance via customer dashboards and self-service portals.
Ensures high quality, timely, relevant and accurate management information is provided at all times, and is made available in real time wherever possible.
Proactively drives continual service improvement for all customer engagements and relevant internal UBDS services, to ensure customer outcomes are met, and wherever possible that customer expectations are exceeded.
About You
You will be passionate about delivering outstanding customer services, and ensuring excellent user experiences.
An outstanding communicator, confident in working with stakeholders in operational and management roles.
A strong team player, capable of building bridges across multiple teams, including internal and customer resources.
Excellent attention to detail, and an aptitude and willingness to learn.
Previous working experience in a customer facing role, focussed on Service delivery.
Comfortable working closely with technical and non-technical stakeholders to drive service quality.
Existing knowledge of Service Design and ITIL v3 / v4 processes will greatly help you in this role.
Nice to Have
Technical understanding or awareness of Cloud Network, Cloud Infrastructure and Cloud Security Technologies
Change Management with a good understanding of delivery process
