Job Type: Permanent
Location: Cork / Dublin
Responsibilities will include:
* Ensure full account activities are delivered within Service Level Agreements (SLA's);
* Oversee all contract staff activities
* Drive customer service review meetings covering performance, service improvements, quality and processes;
* Monitor and review all service level reporting & metrics
* Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
* Provide regular and accurate management reporting on Resource Service delivered to clients.
* Contributing to the continual service improvements for Clients
* Manage a team of onsite based engineers and consultants.
* Maintain all internal PFH relationships and ensure all client escalations are resolved according to strict SLAs
* Bring visible leadership and working in partnership with our Professional Services & Sales Teams
Operational Management and Delivery
* The Service Delivery Manager is responsible for delivering an outstanding Resourcing service to our clients
* You will provide the PFH teams with recommendations and insights on how they can improve and evolve the onsite service delivery
* Act as the figure head and leader for the client account and ensure that the local teams are fully engaged with the vision and strategy for the business
* Oversee the smooth running of Operations across multiple client sites, including attending monthly review meetings with clients
* Where problems arise take ownership and act quickly to resolve these, escalating for support in a timely fashion, acting openly and with integrity
* Compile monthly reports for each client
* Ensure all communication to all levels is consistent, relevant and on time and achieves our objective of being a highly engaged organisation
* Managed a large team on onsite resources across multiple clients
Skills Required:
* 5+ years' experience in service delivery management for outsourced or managed solutions.
* Experienced with the ITIL framework and its application to service desk operations
* Ability to identify a business need for an outsourced solution
* Ability to inspire our people to excel at our service delivery
* A clear and demonstrable understanding of commercial, operational and strategic business acumen and interested in technology
* Previous experience in a client facing, contract/resource management role
* Strong communication and people skills vital to this role
* Demonstrate the ability to be flexible/adaptable and tolerant in a changing working environment whilst maintaining effectiveness and efficiencies
* Proven experience in preparing and reporting business development budgets, forecasts and resource planning
* Demonstrate strong people management and knowledge of relevant human resource practice as a people manager.
* Excellent organisational skills
* Able to manage sensitive and confidential information
* Demonstrative self-motivation and able to take responsibility
* Able to manage and prioritise tasks in a timely & efficient manner
* Able to demonstrate initiative and a proactive approach to daily tasks
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