Senior Service Delivery Manager

About this role

The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place, and working, for their client(s) to ensure quality is maintained to meet service, and business goals. You will report to Service Delivery Director. What you'll do: Establish strong relationship with both the client and internal stakeholders, providing a point of contact and escalation for client services.

Be accountable for Client Service Reviews, ensuring service actions are completed promptly and that the Client(s) are kept informed of their status and updates. Ensure client roadmap and requirements are understood and effectively communicated; Issue change communications following clients' contractual obligations and Experian guidelines. Work with project delivery / service acceptance concerning new products and services being deployed to the client so as to assist with successful transition/transformation.

Ensure that the associated commercial processes for contract management, including business change, are in place and adopted for the clients' account. Ensure all escalations are valid / justified and that the correct channels have been followed before the required escalation and monitor client feedback, complaints and service risks. What we're looking for: 6+ years of experience in a similar, client-facing role in a global / regional function.

ITIL certification and good knowledge of ITSM processes operated within Service Delivery Management and Service Acceptance. Ability to handle conflict, undertake negotiations, manage resolution, and lead others. Understanding of service strategy and ability to apply this to the needs of Clients. Understanding of escalation model, including when and how to escalate appropriately, and ability to evidence efforts to resolve before escalation paths are exercised.

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