Release Manager coordinating release schedules and managing tickets for challenging outsourced projects at IKH. Overseeing deployments and facilitating communication with stakeholders in software and robotics solutions.
About the role
- Service Delivery Manager ensuring high service levels for IT managed services customers by building relationships and managing operations. Engaging with clients to drive improvements and focusing on successful outcomes.
Responsibilities
- Taking ownership of the service that’s being delivered
- Building and maintaining effective business relationships with customers
- Proactive SLA management to ensure we are meeting SLA and associated KPIs
- Collaborating and working with the business’s senior stakeholders and sales executives on account management, strategy, and growth
- Ensuring operational teams are aware of planned changes and the appropriate support structures are in place
- Delivery of reports and service review meetings remotely or onsite as per contract
- Champion the completion of NPS surveys with customers and strive to achieve a promoter score for all customers
- Ensuring best practice processes are in place, followed, monitored, and audited as per the agreed schedules
Requirements
- Conversant with the ITIL Framework (IT Infrastructure Library)
- Experience of working in a service management role within an Information Technology environment
- Demonstrable experience of achieving targets and delivering an effective service to customers with SLAs
- Strong communication skills – written and verbal with an understanding of situational best practices
- Ability to lead, manage and/or influence both internal resources and customer resources to achieve successful outcomes
- Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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