Virtual Service Delivery Manager at Content+Cloud

Description

Content + Cloud is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics. 

We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. 

A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability. 

The Role

Being a part of the team responsible for providing virtual service delivery services with a portfolio of our customers to ensure a high level of service is consistently delivered, working with our operational support and project and account management teams. This role is intended to grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives.

Requirements

• To be the primary point of contact for customer representatives for service queries or escalations

• Responsible and accountable for the management of day-to-day operations to ensure contractual commitments and service levels are met for vSDM customers

• Implement and maintain customer processes and procedures to drive customer satisfaction levels and SLA adherence

• Produce management reports for the customer and internal management, providing analysis, feedback and actions based on trends, root cause analysis and other service influences

• Review customer satisfaction and feedback data, identifying and actioning plans to support collaborative issue resolution, service improvements and knowledge sharing

• Lead by example the operational team, creating an environment orientated to trust, open communication, creative thinking and cohesive team effort

Required skills and capabilities:

• Minimum ITIL foundation certification

• Minimum of 1 years’ experience managing technical or operational service teams

• Confident managing stakeholders at all levels both internally and externally

• Ability to understand contractual and service requirements

• Excellent verbal, written and presentation skills, communicating clearly and concisely

• Proficient with data analysis reporting tools such as MS Excel

• Professional and adaptable communication style to match the customer

• Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives

• Positive and proactive approach at every level and under pressure

Generic essential individual attributes

• Organized, process orientated and demonstrate initiative

• Exceptionally people focused with good negotiation and management skills

• Astute and diligent with accuracy

• Adaptable and able to prioritize work based on customer needs

• Ability to make quick and effective decisions

• Happy to work in a strong cultured environment representing the professional Content + Cloud brand

• Eligible to work in Cape Town

Benefits

• Salary dependent on experience

• Role based out of our Century City offices (currently working remotely)

• 40 hours per week (Monday – Friday)

• 20 days’ annual leave

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans