IT Business Manager managing and expanding strategic accounts for a technology consultancy. Involves complex consultative sales and direct relations with management.
About the role
- Service Delivery Manager responsible for IT service excellence and customer account growth at Focus Group in Birmingham. Leading stakeholder engagement and service reviews to strengthen client partnerships.
Responsibilities
- Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values
- Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams
- Establish and maintain clear, professional relationships internally and with customer stakeholders, acting as the voice of the customer
- Gather client feedback, monitor satisfaction levels, and drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) throughout the service lifecycle
- Plan and communicate shifting priorities effectively, ensuring commitment levels are maintained
- Support communication and provide assistance with planned works and maintenance activities
- Maintain awareness of complaint handling processes and track customer complaints through to resolution
- Maintain Service Operations Manuals or customer profile documents for named accounts
- Maintain accurate records of delivered services and customer interactions to ensure compliance and manage risk
Requirements
- Effective collaboration with team members across different locations using virtual communication tools
- Strong administrative and reporting skills
- Understanding of risk management for protecting clients and service providers
- Broad Technical understanding of IT infrastructure, Cloud services, networking, and security
- Strong leadership, communication, and stakeholder management skills at all levels
- Experience operating in a fast-changing environment
- Ability to influence stakeholders, change opinions, and impact decision outcomes with persuasive skills
- Capability to integrate service performance and customer satisfaction data to identify trends, prioritize issues, and create improvement plans
- Experience managing successful service delivery using SLAs, KPIs, proactive engagement, escalation management, and regular Service Reviews
- Commercial awareness and acumen to prioritize customer demands and internal resources while managing customer growth and cost-to-serve
Benefits
- Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
- Give Back: Enjoy paid volunteering days to support causes you care about.
- Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
- Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
Job title
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Experience level
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Degree requirement
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Location requirements
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