Description
The Senior Service Management Delivery Manager is responsible for the provision of expert knowledge and influences the business cycle phases: sell, build, run. Commencing with customer engagement and identifying business growth opportunities based on the customer needs and capabilities. Leads creating a commercially viable business case, overseeing the transition of business cycle phases into BAU and ensuring the service is delivered as per agreed SLAs and KPIs through regular reporting and formal updates. The Senior Service Management Delivery Manager focusses upon the management of a team of service management / delivery professionals who deliver continuous improvement of the customer service, managed via service improvement and service development plans. Focussing on managing the customer relationship to ensure they receive the contracted service to the standard required throughout the contract term. Typically reports to the Head of Service Management Delivery.
* Influences strategic decision making related to the financial governance of the internal customer portfolio including charging and budgeting of respective services (ensuring consistency of the final recharge values signed with the customer);
* Leads the identification of the business growth opportunities and creation of opportunities pipeline;
* Uses advanced analytical thought to influence the preparation and sign off of the business case relating to the service, coordinating with Sales Management colleagues on the end-to-end bid management cycle;
* Leads and manages a team who deliver continuous improvement of the customer service, managed via Service Improvement plans;
* Leads receiving and managing service escalations and manages the customer improvement plans to ensure customer satisfaction;
* Ensures client service experience is forefront of activities;
* Ensures Vodafone delivers the value it has contracted to provide the customer through regular Service Reviews.Builds strong relations and works closely with customers, Sales and Customer Operations teams, outsourced providers and partner organisations to ensure the service standards to the customer;
* May have accountability for budget in area.
Skills
Dynamic Prioritisation and Multi Tasking
Digital Enablement
External trends and insights
Project and Programme Management
Relationship and Stakeholder Management
People Development
Data Analytics and Insights
Strategy Execution
Change and Adaptability
Resilience
Expert Advice
Contract Management
Service and Delivery Management
Customer Journey Knowledge
Ownership
Coaching and Mentoring
Building Rapport
Communication
Empathy
Continuous Improvement