Location

Dublin

Department

IT Services

Purpose

Responsibility for ensuring the successful delivery of an extensive IT services portfolio to a number of clients. This is a key customer relationship management role, focused on the customer experience of, and satisfaction with, IT related services, across all the Arkphire services to which the customer subscribes. This position will serve as the customer primary point of contact for delivery and also play a lead role in business development; supports tendering and securing new business while ensuring highest levels of customer service and satisfaction.

 

Role

The position of Service Delivery Manager is a key role in the Arkphire Service organisation and the objective will be to manage the existing client portfolio (named accounts), ensuring that operations and service levels for the customer are delivered according to the contract in terms of timeliness, quality and budget. The Service Delivery Manager will work closely with the Account Management Team to assist and advise on best practice regarding tendering for and securing growth in annuity- based services revenues. The Service Delivery Manager will also work with the Arkphire Operations Team to develop and standardise the services methodology to deliver the objective outlined.

 

Responsibilities to the Customer:

  • Be an advocate for the customer at all times.

  • Develop a ‘trusted advisor’ relationship with the customer.

  • Develop and manage the communications plan between Arkphire and the customer.

  • Ensure appropriate SLAs are in place and that the customer has clarity on the deliverables.

  • Develop SLA reporting model, working with internal teams.

  • Prepare operational statistics to demonstrate the Arkphire performance, based on input from Arkphire operations.

  • Manage the delivery of incident and problem reports where required.

  • Coordination of all Arkphire subscribed services to balance and align with the demands of the customer business.

  • Act as a point of escalation for the customer.

  • Ensure timely invoicing and payment and provide the (client) sponsor and management with accurate financial account reporting.

  • Highlight opportunities for efficiencies and potential cost savings.

  • Promote security awareness in the customer organisation.

Responsibilities to Arkphire:

  • Provide service delivery leadership, operational excellence and governance responsibility for named accounts.

  • Input to contractual and SLA agreements to promote the sustainability of Arkphire services.

  • Ensure service level delivery and implement reports to demonstrate performance.

  • Implement end to end process for incident, problem and change management.

  • Escalation point for service and support issues.

  • Work with Account Management Team on new and existing business development opportunities, to ensure that profitability is maximised whilst service requirements are achievable and resourced.

  • Proactive support development and implementation of supporting toolsets.

  • Continuous improvement in service levels, working with local team and customer to implement; promotes adherence to best practices e.g. ISO27001:2017.

  • Oversee operational process changes initiated by the customer.

  • Overall responsible for client relationship and customer satisfaction.

  • Support operational staff, acting as a conduit between delivery teams and the customer across the entirety of the account.

  • Provide feedback to delivery teams as to issues, delivery feedback and progress.

  • Ensure delivery teams are aware of change plans and that plans are in line with capacity management plans around resources.

  • Attend and contribute to regular meetings (weekly / monthly) both internal and with the customer.

 

Qualifications & Experience:

  • 10-15 years of experience in IT industry (5 as technical delivery)

  • Bachelors in IT or business-related discipline, or equivalent experience.      

  • Managed IT as a service

  • ITIL experience (required)

  • PMP (desired)

  • Experience in security (desired),

  • Strong knowledge of industry technology trends including cloud computing and security services (required)

Skills

  • An extensive background in Service Delivery within the MSP space, delivering services in line with ITIL/ISO best practices.

  • Strong Operations / Business Change Processes / Client Services leadership experience in a fast-paced environment, at enterprise level.

  • Planning and Control; implementation and execution of Customer Service projects.

  • Ensure that SLAs and contractual obligations are met and attend regular review meetings with the delivery teams.

  • Excellent communication skills and a strong customer focus.

  • Commercial awareness - good operational/business analysis background.

  • The ability to work on one’s own initiative and a proven track record in meeting goals.

  • Proven track record in managing IT Incidents & Initiatives to a successful conclusion.

  • Team player with ability to negotiate client requirements internally with service delivery teams, to deliver value to Arkphire.

  • Knowledge of Project Management and Change Management Methodologies.

  • Experience in management and negotiation of 3rd-party-vendor SLA agreements.

  • Ability to manage the service delivery lifecycle from start to finish, while keeping the customer informed at all times.