Service Delivery Manager – Financial Services Provider – East Midlands

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Service Delivery Manager – Financial Services Provider – East Midlands

  • Reference J14694
  • Remuneration Up to £75K + Excellent package and bonus
  • Role/TypePermanent/Full Time
  • LocationEast Midlands
John Kobelt Principal Consultant +44 (0)20 3119 3333 Get in touch ›
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Service Delivery Manager – Financial Services Provider – East Midlands

A Leading financial services provider is seeking a Service Delivery and Demand Manager.  A key aspect of this role is to establish policies designed to ensure high service performance, evaluates customer feedback and monitors employees, in order to develop quality improvement processes.

The manager should provide leadership and direction to support services clients. Effectively monitor, control and report to insure delivery to agreed levels of client satisfaction. Be an advocate for appropriate change when warranted.  Continually improve the service delivery model to meet or exceed client expectations.

Key Responsibilities

  • Oversee, and coordinate, service delivery, communication and support. Develop proactive measures by analysing trends, to gain service improvements, thus avoiding issue reoccurrence.
  • Regularly conduct service performance review meetings. Develop/maintain effective client relationships, whilst being the single point of contact for service related issues, inquiries and escalations.
  • Maintain/develop a communication plan for major incidents.

Key Accountabilities

  • Prior experience within an Information Security Customer Service/Service Delivery position.
  • Extensive experience of building client loyalty through service excellence, within a managed/outsourced environment.
  • Knowledge and understanding of common industry delivery models, e.g. ITIL, ISO or PMI.
  • Able to identify solutions to complex/unusual problems, and have the ability to clearly communicate to both technical and C-Level.
  • SANS Institute GIAC Certifications (GSEC, GCIH, GMON, GCIA, GREM), ISACA Certifications (CISA, CISM, CRISC), and Information Security Professional Certifications (CISSP, GISP) are a plus.
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Service Delivery Manager – Financial Services Provider – East Midlands

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