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Delivery Manager (permanent)

London, England

Salary: £ up to gbp0.00 per annum + competitivecompetitive

posted on 10.05.19

Service Delivery Manager - London - Permanent

Service Delivery Manager position to work in the Client Services Team, working on one or more existing or potential clients, whilst ensuring that a very high quality of service is maintained throughout the engagement.

Key responsibilities:
* This will be a customer-facing role, coordinating the Engineering, Client Services and Operations Teams to ensure that the services supplied to the customer are provided effectively
* Responsible for liaising with the Commercial and Professional Services Teams to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly.
* Customer-facing and operational responsibilities, ensuring that all aspects of a service are delivered at a high standard, and that SLA and KPI targets are met and, where possible, exceeded.
* Communicate effectively with the clients, both in establishing ongoing operations and answering any questions or concerns. Lead or attend customer meetings, video and phone conference calls.
* Generating and presenting reporting data to the client, including tailoring such reporting to the needs and interests of the client.
* Work with the Engineering, Client Services and Operations Teams internally to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
* Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
* Communicating with third parties (e.g. technology vendors, social media representatives, etc.)
* Define, own and improve the processes that underpin service delivery to customers.
* Ensuring services are delivered within their scope boundaries and be prepared to escalate scope breaches with customers when necessary.

Key Skills:
* Experience in a service delivery management role within a broadcast, content delivery, content protection, or similar technological realm.
* Excellent written and communication skills, with the ability to document and communicate technical concepts to a sometimes-non-technical audience.
* High level organizational and resource management skills, and the ability to work to tight deadlines.
* Capable of participating in, and driving, customer meetings and presentations.
* Innovative thinker/problem solver with strong critical thinking and analytical skills; ability to present information in a clear, succinct, and compelling way.
* A quick learner with a natural ability to absorb technical information.
* Experience of coordinating with other teams to achieve a common goal in an efficient and timely manner.
* Familiar with service desk systems and the concepts of ticket management.
* Capable of working with data sets to extract and analyze pertinent information. Ideally with experience of relevant structured query languages.
* An understanding of data reporting processes, including attention to detail.
* Bachelor's or Master's degree in any field with demonstrated achievement; engineering or computer science disciplines preferred.
* Additional experience with software systems, knowledge of the technical broadcast industry, and an understanding of the current content piracy landscape will all be advantageous for this position.

Service Delivery Manager - London - Permanent

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