With our continued success, we have an exciting opening for an experienced Senior Service Delivery Manager. This role will support the day-to-day management of services delivered by Inlogik, ensuring we meet the contracted deliverables for the customer. This includes direct management of several key systems and processes which span Support, Product & Service Delivery teams. This role requires some face-to-face involvement with customers on an infrequent basis, including acting as a single point of contact for specific high-impact customer issues and management of Inlogik’s response to these issues. This role is also expected to manage key process improvement projects from scoping through to completion.
The day-to-day may look like but not limited to:
- Direct management of several key systems and processes in providing day-to-day.
- Provide assistance in directing Inlogik teams to meet the demands of the customers’ business requirements. This will involve assisting in prioritising and coordinating Inlogik service delivery activities to the customer.
- Drive and participate incident and problem management representing customer interests. Formalised rostered responsibility for customer support for major incidents i.e. something that significantly impacts customer’s line of business.
- Ensure an accurate alignment between Service Delivery and technical delivery whilst communicating major service outages and/or escalations.
- Accountable for ensuring high standards of customer satisfaction are maintained at all times.
- Addressing any issues impacting customer satisfaction targets in conjunction with relevant stakeholders when required.
- Manage improvements in the service delivery processes.
- Ensure all SLAs are met through analysis and presentation of SLA reporting, ensuring any direct impact is dealt with appropriately.
- Coordinate planned changes with Customer Representatives, Change Management, and Service Delivery.
- Support the Account Manager's and Technical Support Specialist's on new services and/or expansion of services, providing guidance on service delivery and performance expectations.
- Managing the service desk system and ensuring the dashboard is reviewed and actioned as required to deliver against client SLAs.
- Point of contact after Inlogik support team for clients.
- Any other duties as reasonably directed by Inlogik.
