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Service Delivery Manager

Service Delivery Manager - London - Permanent



Service Delivery Manager position to work in the Client Services Team, working on one or more existing or potential clients, whilst ensuring that a very high quality of service is maintained throughout the engagement.


Key responsibilities:
, This will be a customer-facing role, coordinating the Engineering, Client Services and Operations Teams to ensure that the services supplied to the customer are provided effectively
, Responsible for liaising with the Commercial and Professional Services Teams to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly.


, Customer-facing and operational responsibilities, ensuring that all aspects of a service are delivered at a high standard, and that SLA and KPI targets are met and, where possible, exceeded.
, Communicate effectively with the clients, both in establishing ongoing operations and answering any questions or concerns.

Lead or attend customer meetings, video and phone conference calls.
, Generating and presenting reporting data to the client, including tailoring such reporting to the needs and interests of the client.
, Work with the Engineering, Client Services and Operations Teams internally to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
, Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
, Communicating with third parties (e.g.

technology vendors, social media representatives, etc.)
, Define, own and improve the processes that underpin service delivery to customers.
, Ensuring services are delivered within their scope boundaries and be prepared to escalate scope breaches with customers when necessary.


Key Skills:
, Experience in a service delivery management role within a broadcast, content delivery, content protection, or similar technological realm.
, Excellent written and communication skills, with the ability to document and communicate technical concepts to a sometimes-non-technical audience.
, High level organizational and resource management skills, and the ability to work to tight deadlines.
, Capable of participating in, and driving, customer meetings and presentations.
, Innovative thinker/problem solver with strong critical thinking and analytical skills; ability to present information in a clear, succinct, and compelling way.
, A quick learner with a natural ability to absorb technical information.
, Experience of coordinating with other teams to achieve a common goal in an efficient and timely manner.
, Familiar with service desk systems and the concepts of ticket management.
, Capable of working with data sets to extract and analyze pertinent information.

Ideally with experience of relevant structured query languages.
, An understanding of data reporting processes, including attention to detail.
, Bachelor's or Master's degree in any field with demonstrated achievement; engineering or computer science disciplines preferred.
, Additional experience with software systems, knowledge of the technical broadcast industry, and an understanding of the current content piracy landscape will all be advantageous for this position.

Service Delivery Manager - London - Permanent