Client Service Delivery Manager

We are partnering with an international high growth, private equity backed Technology Services provider which operates in 12 countries across the UK, Europe and the USA. They provide 24/7/365 multilingual IT and Tech Services support to the locations they serve to give their clients and customers the service they need, when they need it. Headquartered in the UK, with offices in the USA, Spain and Germany, they are proud to support a wide range of customers globally.

The Client Service Delivery Manager role is a key appointment in their USA business. It will be responsible for delivering a world class level of IT Service management to a very important global client who has a key office in Denver.

This involves a leading the Service Management relationship with this key customer globally whcih will involve a wide range of responsibilities including leading project teams, identifying and rectifying issues and escalations, monitoring technology service delivery, ensuring progression of issues and tracking KPI delivery. Ultimately the role will ensure the delivery of an industry leading service to this US based client which exceeds their expectations.

Key responsibilities include;

• Build client relationships with strategic clients at Regional Management and C-Suite Director level.

• Being the client advocate across the business globally.

• Responsible for the creation and upkeep of a Client Portfolio Executive Summary

– this document will provide a high-level summary of all sites (pipeline, delivery, live) and which products we supply into them (Internet, IT Solutions, IoT) as well as highlighting any high level issues.

• IT service management development, focusing on collaboration with IT teams to integrate the necessary tools and systems ensuring seamless service requests, incident and change management processes.

• Understand the contractual agreement from a services provided and commercial standpoint.

• Understand any Framework Agreements in place and any discounted rates, linear discounts, etc.

Ideal candidates will have the following skills and experience;

• Comprehensive understanding of IT systems, software development lifecycles, infrastructure, cloud services and emerging technologies

• Familiarity with IT security best practises and their integration into ITSM processes.

• Extensive understanding of service management principles, frameworks (such as ITIL), and best practices. Including incident management, problem management, change management and service level management.

• Excellent interpersonal and communication skills, to build and maintain relationships with clients.

• Proven ability to understand client requirements, managing expectations and ensuring client satisfaction throughout the service delivery process.

If you feel you are based in the Denver area and have a relevant background in IT Service Delivery, we would love to hear from you.