Regional Service Delivery Manager - #1801390

Description

Our Regional Service Delivery Managers are responsible for ensuring the seamless delivery of our services to customers in their assigned region, maintaining high standards of customer service and satisfaction. This role involves customer relationship management and regular meetings, often on-site to build rapport specifically with strategic customer accounts.

The Regional Service Delivery Manager may line manage and be supported by Associate Service Delivery Managers. The Regional Service Delivery Manager will be responsible for, not only addressing service-related issues but also identifying thematic trends and areas for improvement. They will maintain strong working relationships with customers, internal teams, and stakeholders in line with KPIs, KRIs and our strategic objectives.

Duties And Responsibilities

Customer Engagement and Relationship Management:

• Develop and manage effective customer engagement, acting as the primary point of escalation for service issues.
• Schedule and lead service review meetings with customers (both on-site and remote), ensuring follow-up on necessary actions.
• Create, review, and distribute monthly service monitoring reports where appropriate, reviewing service level performance in line with agreed contracted timescales.
• Ensure all customers within the assigned region receive the appropriate level of service.
  
  

Service Delivery Oversight

• Monitor service levels at customer, application, and function levels, ensuring incidents are managed and escalations handled.
• Manage Major Incidents ensuring the process is followed and customers are kept informed in line with the agreed communication plan noting this may require providing updates outside of standard working hours.
• Diagnose service delivery problems and initiate actions to maintain or improve levels of service.
• Handle customer complaints, implementing processes to enhance the customer experience.
  
  

Collaboration And Coordination

• Work closely with Account Managers to support strategic relationships and commercial interests.
• Collaborate with Project Managers to ensure projects align with service commitments and customer expectations.
• Partner with Clinical Account Managers incorporating clinical feedback into service delivery processes.
  
  

Performance And Line Management, And Reporting

• Establish and track key performance indicators (KPIs) for service delivery.
• Ensure direct line management of Associate SDM is effective, approving annual leave, sickness and support progress against individual development plans aligned with the Associate programme
• Generate regular performance reports and conduct reviews to assess service effectiveness.
• Use performance data to drive continuous improvement initiatives.
  
  

Continuous Improvement And Innovation

• Plan, implement, control, review, and audit continuous improvement processes to meet customer requirements.
• Identify opportunities to improve service delivery, driving change within the organisation.
• Understand the cost to serve taking opportunity to identify and develop internal change to reduce unnecessary tasks and streamline process.
• Focus on the customer specific patterns of behaviour to ensure we drive best practice.
• Stay abreast of industry trends and best practices in service delivery, implementing new technologies and methodologies to enhance service efficiency and effectiveness.
  
  

Administrative And Process Management

• Manage and maintain Request for Change (RFC) processes with customers and internal teams.
• Represent the customer’s interests in release planning activities, working with Release Management to address customer changes and issue fixes.
• Manage the end-to-end supply chain of services and products provided.
• Initiate and manage the Customer Complaints Procedure as required.
  
  

Skills Required

• Working with customers, business partners, and suppliers, proactively driving actions to improve customer satisfaction.
• Healthcare, Social care, Education or NHS experience with a sound understanding of business processes.
• Proven ability of working under own initiative, influencing and driving change.
• Demonstrable experience of being able to prioritise and execute tasks.
• Communicating at a senior leadership level.
• Ability to manage within a high-pressure environment.
  
  

Desirable Skills

• ITIL Foundation certification or equivalent knowledge.
• Continuous improvement understanding.
• Conflict management experience.
• Matrix management experience.
• Line management experience.
• Understanding of Change and Release Management processes.