Service Delivery Manager IT Services

Service Delivery Manager IT Services

As Service Delivery Manager (SDM), you will be the primary point of contact for all activities related to your assigned accounts. You will cultivate and maintain strong customer relationships across all levels, ensuring that contractual service levels are met, customer satisfaction is high, and commercial objectives are achieved. This role also involves managing budgets and the Profit & Loss (P&L) for your designated accounts.

Key Responsibilities:

• Serve as the vital link between A&O IT Group and the client.
• Develop and maintain excellent customer relationships.
• Act as the primary point of contact for assigned accounts.
• Manage all aspects of the A&O IT Group portfolio relevant to contracted deliverables for each client.
• Conduct regular service reviews and service development meetings with clients.
• Expand and deepen relationships within client accounts.
• Engage and manage service partners, both domestically and internationally.
• Support leadership teams in organizational changes, divestitures, mergers, and acquisitions.
• Ensure creation and maintenance of appropriate documentation, such as contracts, Service Element Descriptions, and Change Control Notes, for assigned accounts.
• Negotiate and manage any necessary contract amendments.
• Effectively manage third-party relationships.
• Collaborate with Project/Transition management for new business implementations. Own and execute transitions for new business where deliverables and scale are appropriate.
• Undertake any other activities that enhance the service or financial performance of assigned accounts within the scope of the position's authority.
• Comply with company processes and procedures, and support audits and quality assurance processes.

Essential Skills:

• Experience in a customer-facing account management role within the IT industry, delivering high service excellence.
• Experience with IT Services.
• Educated to Degree level.
• Experience in managing 3rd parties / Supplier Management.
• Proficiency in MS Office 365 – Word, Excel, PowerPoint.
• Team player with excellent verbal and written communication skills.
• Proactive, initiative-driven, and eager to progress.
• Organized, with effective time management and task prioritization abilities.
• Flexible and adaptable to changing business demands and working environments.

About A&O IT Group:

A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. We are proud to be recognized among the Stock Exchange's Top 1000 most inspirational companies in the UK.

Our Values:

Our team is built on strong core values and a commitment to executing the basics brilliantly. If you share our passion for engagement and delighting clients, we encourage you to apply.

Key Skills/Competency:

• Service Delivery Management
• Account Management
• IT Services
• Customer Relationship Management
• Supplier Management
• Budget Management
• P&L Management
• Contract Negotiation
• Service Level Agreements (SLAs)
• IT Consulting