Description:
Hansen Technologies is looking for Service Delivery Manager
About The Role
The Service Delivery Manager will be a part of our next-generation utility billing software division and will be responsible for ensuring the delivery of software and product development and support for assigned Hansen clients. This means that you will be responsible for multiple streams of work which require you to work closely with customers to plan and execute software releases. As part of this, you will be a key contributor in ensuring operational services is seen as smooth, cohesive and seamless to the customer.
Every Day Will Be Challenging And Varied, You Will
- Coordinate a team within the operational area/technical support to ensure that it delivers against business objectives by providing direction and focus on client satisfaction.
- Evaluate the changing needs of the service, liaising with internal and external stakeholders to identify areas for operational improvement and production, making recommendations for service improvement and implementing those improvements to the satisfaction of customers.
- Ensure that the team observes and follows established processes, procedures, and policies within remit of responsibility adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
- Contribute to operational or business change projects from requirements identification through to user testing and implementation.
- Be the primary point of contact for Service Management for ongoing activities at the client, monitoring of release schedules, ensuring that agreed time frames are met and in line with the expectations of the client.
- Lead and chair operational service review meetings.
- Actively pursue escalated issue ensuring proactive resolution and communicates status/issues to business stakeholders and operational management.
- Stakeholder management of communication to the key customer, managing their expectations for service delivery.
Our Ideal Person Will Have
- A proactive and customer focused mindset to drive service delivery excellence combined with extensive experience in IT Service delivery in a complex environment.
- An understanding of Agile SDLC and good overview of SaaS.
- Demonstrated experience in vendor management with focus on ensuring service integration and management to deliver end to end service delivery.
- Ability to think creatively to solve problems and to thrive on challenges requiring innovative solutions.
- Excellent stakeholder management skills focusing on keeping stakeholders satisfied by proactively managing communication and by implementing and tracking key service metrics.
- An ability to collaborate and build strong relationships through the organisation to achieve service delivery objectives.
- Excellent written and oral communication skills.
- A track record of working in the Energy and/or Telco industries is highly advantageous.
Interested candidates can send their CV.