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Form of workDue to continued, rapid growth, we have an exciting opportunity for an Associate (Junior) Service Delivery Manager to join our Arinco CoOps/Modern Managed Services team. Our team is a modern managed services capability that supports Microsoft cloud-native products. We base our service around 4 key themes: quality, automation, reliability, and proactivity.
Our flexible approach and deep technical expertise is our key differentiator in the market. You will have the opportunity to lead customer success on your accounts and contribute to continually building and improving a Service Delivery Management capability with an emphasis on a modern cloud-only approach. Your key responsibilities will include:RelationshipsCreating meaningful, trust-based relationships with our customers
Own and manage customer escalations.Stakeholder management
Always representing the voice of the customer - thinking from the customer’s perspective to ensure our team is aligned with their needs.Working with C-level stakeholders to build and run modern support solutionsITIL ProcessManage incidents and handle them according to agreed procedures for your customers
Oversee problem management to ensure root cause analysis and resolution is conducted for your customers
Request fulfilment – oversee the progression and prioritisation of requests in a backlog and sprint for your customers
Change Management – oversee the change management process for your customers
Investigate escalated incidents to responsible service owners and seek resolution.Facilitate recovery, following resolution of incidents and post-incident reviews (we call them Postmortems).Monitor, manage and report on Service Delivery SLAs and general Service Delivery CommercialsContract management – tracking contract expiries, and amending and renewing existing SoW's and agreements.Identifying and leading business development opportunities for your customers
Transition ManagementLeading the transition into support for new customer relationships and new…
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