Our client, a globally recognised technology company specialising in healthcare digitisation has an urgent requirement for a Service Delivery Manager to join the team in Dublin with immediate effect. The SDM will be responsible for managing the performance of services provided to clients as per agreed contract and ensures that service levels are achieved. This person will also work closely with Account Managers co-ordinating the delivery of services into key enterprise customers. Benefits Competitive salary - up to €90,000 Private Healthcare Plan & Cash Benefit Plan33 days holidays Option to buy additional Annual Leave Cycle to work Scheme Early finish Fridays Key Responsibilities Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery. Being the main point of contact for customers, ensuring that contracts are in place and/or renegotiated, and the queries are resolved or escalated in the appropriate manner. Ensure that Service Levels comply with contractual deliverables on a day-to-day basis. Agreeing contractor assignment milestones and performance checkpoints. Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided. Organise regular Managed Service meetings and ensuring a high level of customer satisfaction in this area. Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support. Assistance with the planning and design of new solutions Help to build relationships with both internal stakeholders and partner organisations. Attend meetings as required to discuss service management. Contribute to the overall development of the company's internal systems and customer base. Essential Criteria Service delivery experience (3+ years in a similar role). Staff management experience High Level awareness of Infrastructure technologies and their capabilities within an Enterprise environment. Articulate and a clear communicator Be a customer advocate Have the ability to converse technical terms and definitions to non-technical personnel Good attention to detail Desirable ITILv3 foundation Prince2/similar certification Report writing experience Enthusiastic and committed Interested in Continual Service Improvement Assertive without being aggressive Good team player
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