Service Delivery Manager
As a Service Delivery Manager with Auxilion, you will play a crucial part in ensuring customer satisfaction and delivering high-quality services to assigned customers.
About the Role
Auxilion is a leading provider of IT outsourcing and IT Managed Service solutions. As a Service Delivery Manager, you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues.
Key Responsibilities:
1. Customer Delivery and Operations Oversight:
o Oversee the day-to-day delivery of services, ensuring adherence to SLAs, KPIs, and customer contracts.
o Monitor service performance, identify potential issues proactively, and implement corrective actions.
2. Customer Relationship Management:
o Responsible for stakeholder management within the account, liaising with senior managers and developing relationships with key stakeholders.
o Build and maintain strong, long-term relationships with assigned customers.
3. Continuous Improvement:
o Identify and implement process improvements to enhance customer delivery efficiency and effectiveness.
4. Technical:
o Responsible for the technical competencies of the delivery team, ensuring a sufficient level of skills exist to deliver the service.
5. People Lead:
o Lead and mentor a team of service delivery professionals, ensuring their performance and development.
Requirements:
* Bachelor degree or equivalent
* Microsoft Office (Word, Excel, PowerPoint)
* Proven experience in a service delivery role within the IT/Technology industry (2+ years)
* Experienced working with customers, leading service reviews, understanding their needs, service requirements and strategy
Benefits:
* Professional proficiency in English
* Excellent senior stakeholder management skills, customer and leadership team engagement
* Experience in driving operational improvement
* Creative and innovative approach to issue resolution and conflict management
Location: On-site Park West, Dublin 12
Duration: Permanent
Hours of Work: Monday to Friday Office Hours