Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for building and maintaining strong customer relationships and improving services to maintain customer satisfaction and retention. The SDM is responsible for several key functions, focusing on ensuring that all requirements of the contractual service obligations are met throughout the lifecycle
of the management contract.

What you will do:
• Act as the primary service management contact for the customer
• Ensure all engagements drive the customers experience in line with the
customer contracted services, managing customer expectations,
• Gather customer roadmap intelligence and provide an update to internal
stakeholders to ensure any commercial opportunities are identified
• Undertake the management and oversight of the Service Levels in accordance
with Service Level Agreement
• Co-ordination and execution of monthly, quarterly, and annual Service Review
Meetings, face to face and remotely, in accordance with the provisions of Service
Level Agreement and Service Schedule
• Provide on-going analysis of reports, performance, and trends, generating
appropriate and timely recommendations and stating risks to both the customer
and the business

The ideal candidate should have a strong customer-focused background, preferably with previous customer-facing experience within healthcare.

• Experience working with software like Adastra, or similar products
• Expert knowledge of ITIL standards
• Ability to travel to and from customer sites, and other offices used for external
and internal meetings
• Excellent business and relationship management skills
• Commercially astute, with excellent customer facing/customer service skills
• Demonstrate understanding of common customer service tools and processes
• Able to work on own initiative, making effective decisions and collaborate within
a team dynamic

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Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover