Gloucester
Customer Operations
Competitive

About The Role

Claranet’s Service Delivery Managers (SDMs) are responsible for all activity related to customer experience which includes the efficient and effective provision of these services to meet their assigned customer’s needs and ensuring the highest levels of customer satisfaction. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation

Our SDMs must be passionate about building strong partnerships with their customers and are able to proactively question the status quo to ensure that Claranet stays at the leading edge of customer experience. Ultimately this activity improves service and ensures that a Claranet customer solution continues to evolve and reflect the customers future their business needs within their respective marketplace.

SDMs take ownership of all service-related customer facing meetings and service reviews, and are able to draw upon a number of data sources are able to deliver actionable insight. They act as the customer advocates within Claranet, building strong external and internal relationships across our business functions and confidentially challenge these groups to ensure that all aspects of our service meets customer expectations and are future proofed.

Essential duties & responsibilities

  • Owns the relationship with one or more of Claranet’s larger strategic customers for business critical in-life services across Claranet’s portfolio of Hosting, Network, Communications and Security services
  • Accountable for successful delivery of all clients contracted services
  • Organise and chair weekly/monthly/quarterly service review meetings (face to face, voice to voice and via portal as required)
  • Lead the production of weekly/monthly/quarterly service reports to, demonstrate adherence to Service Level Agreements, provide recommendations for service improvements, ensure appropriate capacity on current solution and identify and opportunities for growth
  • Drive and own the recommendations for change in line with service reviews, own the challenge internally (sales and functions) and externally with the customers to ensure that commitments are appropriate and managed to resolution
  • Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery “peaks and troughs”
  • Has strong commercial acumen and is able to question and challenge in commercial & contractual situations
  • Is an active contributor to the sales teams providing valuable customer insight regarding customer health
  • Consult with clients on strategic, organisational, and operational challenges with their systems
  • Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and Sales teams - to ensure service excellence for clients
  • Assist in negotiating and maintaining services contracts, drive revenue opportunities and mitigate churn
  • Evaluate infrastructure Changes or new projects for operational impact to the client’s system and implement strategies to mitigate any negative service effects
  • Overall accountability for client satisfaction (Net Promoter Score) and operational stability of client’s environments
  • Facilitate and resolution of problem solving (technical and non-technical) between Claranet and the Customer
  • Effective resolution of all escalations relating to services provided, including production of incident reports when required
  • Drive continuous service improvement and manage service improvement plans where appropriate.
  • Produce and manage appropriate documentation for bespoke support requirements
  • Manage to financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion

About You

Essential

  • Demonstrable ability to work within a matrix organization
  • Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”
  • Demonstrable experience in successfully managing complex service delivery management activities in a client services industry
  • Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
  • Demonstrable experience of leading change within a customer driven environment
  • Has worked closely within a sales led organization where close alignment virtual team alignment
  • Strong leadership and negotiation skills, ideally in an ICT Service environment
  • Excellent decision making & problem solving skills
  • Ability to prioritise multiple complex tasks, whilst working to tight deadlines
  • Ability to communicate confidently at all levels whilst demonstrating close attention to detail
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change
  • Excellent appreciation of ITIL methodologies and standards, ideally accredited to Practitioner or Manager standards
  • Good commercial acumen and business awareness
  • Ability to interpret and lead discussions with data
  • Ability to work flexible hours when required

    Desirable Skills:

  • ITIL Foundation v3
  • Ability to interpret and lead discussions with data
  • Knowledge of Public Cloud IaaS and associated Managed Services
  • Understanding of Project Management and IT industry working practices / methodologies such as, Prince II, Agile, Waterfall

    Other:

  • Valid, full driving license
  • Ability to travel extensively
  • Must be able to undertake a security and financial vetting process and successfully meet the organisation’s personnel screening policy

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £350 million, over 6,500 customers, and more than 2,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

Claranet’s services help our customers do amazing things. We are experts in migrating and running applications and infrastructure 24x7, providing hosting, security, networks and communications managed and consulting services. Claranet is the highest accredited Multi-Cloud provider worldwide.

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