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Senior Service Delivery Manager

  • Location: Clonshaugh, Dublin, Ireland
  • Type: Permanent
  • Job #22351

Service Delivery Manager

Based in Dublin, our client, an award-winning business that helps Financial Services companies to outsource and digitally transform their regulatory and customer communications, is looking to hire a Service Delivery Manager to join their team.

Job Reference: BBBH 22351

About the role: the successful candidate will serve as the primary relationship owner for a Key Financial Services Customer. You will work closely with each client to proactively identify needs, solve problems, and resolve issues, monitoring their spending and profitability while achieving customer satisfactions targets.

About our client: ranked 14th fastest growing technology company in Ireland in 2021. They operate in the B2B software and services outsourcing space some of their clients include government agencies, financial services, and healthcare. They enable their clients to focus on what they do best by simplifying, outsourcing, and digitizing their regulatory and customer communications.

Recruitment Process: After applying we will book a 15- minute screening call to talk about your relevant experience. The client has planned two rounds of interviews as part of the process and currently they are conducting all interviews onsite.

About you:

  • 7+ years’ experience in Customer Success and/or Account Management.
  • Strong B2B and client relationship building experience, good experience of solving customer incidents in a timely manner.
  • Demonstrable knowledge of ITIL in relation to Service Design, Operations.
  • Skilled in contract management and project management.
  • Skilled in financial management, administering budgets, schedules, and performance standards to maintain and optimize the cost of delivery and service as well as to provide financial and monthly performance reports.
  • Availability to be on-call as part of a Management Rota.
  • Availability to manage customers outside of the UK & Ireland region.
  • Excellent communication skills to bridge the gap between technical and non-technical stakeholders (proficiency in English, both spoken and written is a must).
  • Bachelor’s degree in computer science, business administration.

What will you do?

  • Develop positive working relationships with internal and external key stakeholders.
  • Performance management of Senior Service Delivery Manager.
  • Work closely with the supporting Key Account Manager, COO and Head of Customer Success on day-to-day operational processes including adherence to SLAs.
  • Attend twice weekly governance calls with different clients and maintain an up-to-date action log.
  • Focus on Quality of delivery SLAs and reporting of quality improvements.
  • Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals.
  • Drive client retention, renewals, upsells and client satisfaction.
  • Work closely with Finance on managing billing and invoicing.
  • Work closely with internal teams to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.
  • Provide input on new processes and workflows as needed, ensuring that all documentation is kept up to date.
  • Leverage technical tools and quantitative data to solve problems and to suggest improvements to processes.

Interested in this opportunity?

Submit your CV (in a Microsoft Word format) today!

Please do not hesitate to contact any of our team with any questions you may have on Email: [email protected] or Phone: +44 3303351710

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