Service Delivery Manager - London, England
Advanced
London, ENAs part of the Service Delivery team, the Service Delivery Manager (SDM) is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations.
Leading the client relationship for service, alongside the Account Manager the SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract.
What you will do
- Act as the primary service management contact for the customer
- Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all times.
- Undertake the management and oversight of the Service Levels in accordance with Service Level Agreement including attending relevant key Customer Third Party Provider service meetings as requested by the Customer.
- To Co-ordinate experience and satisfaction surveys with the Customer; examples of which are:
- Transaction survey at point of ticket creation and/or closure; and
- Customer survey to be released at an agreed frequency with content pre agreed between the Parties.
- Act as the escalation point within the business for the customer.
- Co-ordination and execution of weekly, monthly, quarterly and annual Service Review Meetings in accordance with the provisions of Service Level Agreement and Service Schedule.
- Generate a weekly management summary on delivery against Services in accordance with the Service levels and applicable schedules.
- Weekly, Monthly and/or Quarterly service level & performance reporting in line with schedules.
- Provide on-going analyse of reports, performance and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business.
- Regularly review and maintain the Service Order Schedules ensuring they are accurate and any amendments have been accepted by both the customer and the business at all times
- Service Level compliance monitoring, ensuring risks or potential breaches are flagged to the business in advance along with recommendations to mitigate or resolve. With the express aim of ensuring all service levels are met by the business.
- As required ensure a Service Improvement Plan (SIP) is in place to address any risks relating to delivery of service in line with the Schedules and the Service levels. Manage all activities to resolution. Update monthly at a minimum
- As appropriate develop a Continuous Service Improvement Plan (CSIP). Ensuring a clear distinction is made between fundamental service additions / changes versus improvements to processes. Ensure were appropriate they are costed and an appropriate order is in place from the customer. Update monthly at a minimum.
- Monitoring of on-going related out-of-service-scope activities and projects ensuring an overall view of the customer experience and service is maintained at all times
- Maintenance of all documentation and procedures relating to all aspects of all Services provided to the Customer in accordance with this Service Order Schedules
Who you are
- Previous service delivery management experience in an IT managed service environment
- Excellent customer service and communication skills
- Must understand the importance of management controls and process and procedures in the delivery of services
- Experience of managing multiple relationships in a fast paced environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Self-motivated – personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change
What we do for you
- Generous Annual Leave– 25 days, plus public holidays, with the ability to buy additional days
- Employee Assistance Programme– Advice, support, and counselling 24/7
- Life insurance- 4x times salary
- Top Achievers Club– Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees
- 65% Internal Mobility –Committed to the development & growth of our people
- Advanced Perks At Work– Exclusive employee discounts & benefits portal
- Charity Fundraising– Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year
- Pension Scheme- Up to 5% matched contribution
- Income protection insurance
Who we are
Advanced are one of the UK’s largest and most successful software companies. Our products sit at the heart of some of the country's best-known businesses, charities and public sector organisations, powering their key services and functions. Driven by the millions of people who interact with our products every day in hospitals, schools, transport providers, sports clubs and a wide range of instantly recognisable brands, in our 8-year history we’ve already grown phenomenally quickly with a £254m turnover and 2,300 staff serving over19,000 customers across the UK.
Service Delivery Manager
National Health Service
Guy's Hospital, LondonJob Reference: J206-VIA3132
- Employer:
- Viapath Analytics LLP
- Department:
- Viapath Genetics Laboratory
- Location:
- Guy's Hospital, London
- Salary:
- Up to £67,600 Dependent on Experience
The place to work in pathology
We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose.
Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Bedford NHS Hospital Trusts, we aim to set the standard for the future of pathology.
This post represents an exciting opportunity for an experienced laboratory manager to join the senior operational management team at the South East Genomic Laboratory Hub (SEGLH) based at Viapath, Guy’s Hospital. This is a 12 month fixed term post to cover the Service Delivery Manager during leave.
This is a key senior management leadership role within the GLH Service Delivery Team and Viapath that is responsible for the day to day management of the Genomics Hub Laboratory. The post holder will be expected to represent the GLH at internal meetings, preparing documents, data and presentations, and providing operational expertise.
The post holder will be expected to work closely with the hub laboratory team specific Laboratory Technical Managers and the Viapath Services support teams in order to deliver the core elements of the role. It is expected that the post holder will also work with Operations Leads in other related Viapath services and across the South London Genomics Consortium.
The role includes:
- Direct line management of the GLH administrative team, specimen reception team and laboratory technical managers.
- Managerial and operational responsibility for delivering a fit-for-purpose diagnostic Genomics service at the hub laboratory.
- Responsibility for ensuring that the laboratory operational plan and budget are met and any operational and quality issues are addressed in a timely manner.
- Responsible for monitoring the activity of the laboratory to ensure the quality and timeliness of test results by the efficient and effective use of resources including but not limited to staff, equipment, environment and space.
Scientific and technical knowledge is preferred; however, applicants with appropriate business management or project management experience will also be considered.
A little about the lab and us:
The Viapath Genetics Laboratory has been designated the hub laboratory for the SEGLH Network led by Guy’s and St Thomas’ NHS Foundation Trust (GSTfT) to provide the new National Genomic Medicine Service for NHS England. This network of laboratory providers is responsible for delivering genomic testing to a population of 8.6 million across South London, Kent, Surrey and Sussex. In December 2019 the St Georges Regional Genetics Laboratory merged with the GLH creating one of the largest Genomics laboratories in the UK at Guys Hospital. SEGLH has been commissioned by NHSE to provide testing for the cardiology, respiratory, skin, gastrohepatology and neurology rare disease specialisms.
The SEGLH provides a wide range of tests for detection of germline and somatic variants using state of the art technologies including whole exome sequencing, long-read sequencing and array CGH. The department has a number of ongoing R&D projects involving the application of NIPD and nanopore sequencing and works collaboratively with other groups such as GSTfT Biomedical Research Centre, GSTfT Genomics Innovation Unit and the GSTfT Assisted Conception Unit for Preimplantation Genetic Diagnosis.
Guy’s and St Thomas’ Hospital Foundation Trust is a major emergency and specialist teaching Trust which has all the specialties associated with a fascinating and career defining case load including: Women’s Services, Fetal Medicine, Haematology, Oncology, Transplantation, and is also home to the Evelina Children’s Hospital and the newly opened Cancer Centre on the Guy’s site.
You will be close to the vibrant Borough Market and the South Bank, which are exceptional London locations; perfect places to work and relax next to such iconic venues as Big Ben, The London Eye and The Shard!
To learn more about this opening, please see contact details below or simply apply through the application process.
For further details / informal visits contact:
Richard Hall
Genomics Operations Director
richard.hall@viapath.co.uk
Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.
We offer a competitive benefits package. As well as offering competitive salaries, all employees are also entitled to:
- Contributory pension scheme
- Generous annual leave entitlement
- Performance related pay
- Annual incentive plan for all
employees - Ground breaking development
opportunities
Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email recruitment@viapath.co.uk.
Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications.
If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion.
Thank you for your interest in Viapath.
Head of Service Delivery
National Health Service
London, LondonHead of Service Delivery
Medefer Ltd
The closing date is 02 March 2021
Job overview
We are ready to appoint an enthusiastic and highly motivated Head of Service Delivery to join our dynamic and hardworking team. The successful candidate will be responsible for high-level engagement and relationship management across senior stakeholder groups to help deliver success and ensure longevity of contracts.
Main duties of the job
You will have full ownership of the national and local account plans and be accountable for improving service experience and driving commercial outcomes to meet clients expectations and to ensure business retention and growth.
About us
- Equity options.
- Company pension.
- At Medefer we are huge advocates of professional growth & want to support you with this by offering everyone a £500 annual learning & development budget.
- 28 days annual leave + bank holidays.
- Access to Perkbox (employee benefits platform), which includes free online workout classes, discounted gym memberships, cinema vouchers, restaurant and shopping discounts, etc.
- A supportive, collaborative & inclusive culture, where you will have the opportunity to work alongside a team of intelligent, driven & compassionate people who care deeply about transforming the way healthcare is delivered.
- Paid parental leave.
- Exciting opportunities for career progression.
- Flexible working hours.
Job description
Job responsibilities
ABOUT MEDEFER Medefer is an innovative CQC registered virtual healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient and effective.
Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered.
Unlike other virtual healthcare solutions, Medefers Virtual Outpatient Service enables the best possible care through the entire patient pathway from referral to discharge. Our unique software platform can effectively handle the majority of patients from referral through triage to investigation, diagnosis and discharge, without the need for physical outpatient appointments.
Following a successful funding round Medefer is enjoying a period of rapid growth as it responds to the challenges facing the NHS.
AT MEDEFER WE BELIEVE THAT EVERY NHS PATIENT DESERVES THE BEST POSSIBLE HEALTHCARE.
JOB DESCRIPTIONWe are ready to appoint an enthusiastic and highly motivated Head of Service Delivery to join our dynamic and hardworking team. The successful candidate will be responsible for high-level engagement and relationship management across senior stakeholder groups to help deliver success and ensure longevity of contracts.
You will have full ownership of the national and local account plans and be accountable for improving service experience and driving commercial outcomes to meet clients expectations and to ensure business retention and growth.RESPONSIBILITIES
CLIENT ENGAGEMENT AND ACCOUNT MANAGEMENT
Working closely with NHS clients to understand their outpatients and elective care processes and requirements, supporting them to transform services in a way that creates value in their organisation and improves patient experience.
Managing a team of Service Managers to ensure they drive contract strategy and development
Overseeing contract re-negotiations and new financial modelling for existing clients
P&L responsibility, managing budgets and resources
Reviewing and approving budgetary targets and business plans for each account, setting KPIs for individual account management teams
Managing and developing executive level relationships within client accounts to support retention and development
BUSINESS DEVELOPMENT & IMPLEMENTATION
Working with the Business Development/Growth Team on business development priorities and opportunities
Supporting the development of competitive bids to support the retention and award of Client Accounts
Managing and developing the Pre-Sales and Implementation Team to ensure successful implementation and delivery of any new business lines or contracts
RESOURCE MANAGEMENT
Mentoring, coaching and leading on the development of the management team including recruitment, performance management, appraisals, staff development, grievance and disciplinary processes
Working closely with the People Team to develop a comprehensive training strategy for the Implementation and Account Management teams
Ensuring that the vision and strategy of Medefer is communicated, understood and owned by the Implementation and Account management Team within the region and applied in all dealings with internal and external stakeholders
ACCOUNTABILITIES
Delivery of national performance against gross margin targets in line with agreed budget
Managing headcount costs in line with budget
Successful implementation of all new contracts and contract extensions/renewals
PERSON SPECIFICATION
Previous experience of engaging with members of the Senior/Executive team within the NHS, within outpatient services and/or elective care
Robust knowledge and understanding of Referral to Treatment (RTT) and Patient Treatment List (PTL)
Experience of commercial contract negotiation and management
Exposure to managing P&L and having previous budgetary responsibilities
Leadership experience, having managed small to medium size teams previously
Excellent written and spoken English
Ability to thrive and innovate in a fast-paced, varied and changing environment
BENEFITS
Equity options.
Company pension.
At Medefer we are huge advocates of professional growth & want to support you with this by offering everyone a £500 annual learning & development budget.
28 days annual leave + bank holidays.
Access to Perkbox (employee benefits platform), which includes free online workout classes, discounted gym memberships, cinema vouchers, restaurant and shopping discounts, etc.
A supportive, collaborative & inclusive culture, where you will have the opportunity to work alongside a team of intelligent, driven & compassionate people who care deeply about transforming the way healthcare is delivered.
Paid parental leave.
Exciting opportunities for career progression.
Flexible working hours.
TERMS
This is a permanent position being offered on a full-time basis.
You must have the right to work in the UK. A DBS check will be required at the start of the role.
This will be a largely remote working position with extensive travel to client sites required, as well as some travel to our office as and when its safe to do so.
Normal working hours are typically between 8am-4pm, 9am-5pm or 10am-6pm, including an hour lunch break.
Person Specification
Experience
Essential
- Previous experience of engaging with members of the Senior/Executive team within the NHS, within outpatient services and/or elective care
- Robust knowledge and understanding of Referral to Treatment (RTT) and Patient Treatment List (PTL)
- Experience of commercial contract negotiation and management
- Exposure to managing P&L and having previous budgetary responsibilities
- Leadership experience, having managed small to medium size teams previously
- Excellent written and spoken English
- Ability to thrive and innovate in a fast-paced, varied and changing environment
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Medefer Ltd
Address
Unit 1, Floor 1
89-93 Fonthill Road
London
N4 3JH
Employer's website
Regional Delivery Manager
Freight Personnel
Hemel Hempstead, HC
Our Client is a market leader in the provision of international and domestic parcel solutions to both businesses and home addresses.
An exciting opportunity has arisen for a Regional Delivery Manager to cover our clients busy HEMEL HEMPSTEAD site.
The Regional Delivery Manager has responsibility for the performance and morale of a Field Management team covering designated area and surrounding areas. They are the communication link between the Field Team and Divisional Managers, being required to achieve targets and ensure the cost efficiency of the courier network is maximised to maintain and further improve both the company's and third party contractual standards.
Responsibilities include:
* Leading and managing a team of Field Managers and Planners.
* Responsible for managing teams to regional service and compliance targets - speed of service, standard/ next day, claims & enquiries and ETA etc.
* Responsible for regional budget and controls - courier fees, contractor spends, adhoc payments, team expenses & overrides.
* Maximise service coverage of Courier deliveries and collections within the region.
* Responsible for Courier Recruitment within the region.
* Install and maintain regular meetings with the team reviewing performance and creating action plans to improve or resolve problems to achieve key targets.
* Review and appraise the performance and development of team members, in line with our clients policies and identify training requirements to the Divisional Managers for succession planning.
The ideal candidate will be a pro-active thinker with the ability to forward plan and create strategic action plans, adapting to network changes and enhancements. You will need to be a strong motivator who can support, coach and lead the teams to drive business strategies as well as personal performance. Help them strive to be the best they can be! The role requires you to have a current driving licence and, at times, can mean long unsociable hours so staying away from home may be required.
Finally you will have extensive management experience within the Express Parcels, Courier or Logistics / 3PL / Retail marketplace.
Multi site experience would be a distinct advantage
Benefits:
upto £39k basic salary
Bonus £6k
Car / Car allowance
Mobile
Laptop
Pension
Life assurance
26 day holiday plus BH
Regional Delivery Manager
Freight Personnel
Maidstone, Southern
Our Client is a market leader in the provision of international and domestic parcel solutions to both businesses and home addresses.
An exciting opportunity has arisen for a Regional Delivery Manager to cover our clients busy MAIDSTONE site.
The Regional Delivery Manager has responsibility for the performance and morale of a Field Management team covering designated area and surrounding areas. They are the communication link between the Field Team and Divisional Managers, being required to achieve targets and ensure the cost efficiency of the courier network is maximised to maintain and further improve both the company's and third party contractual standards.
Responsibilities include:
* Leading and managing a team of Field Managers and Planners.
* Responsible for managing teams to regional service and compliance targets - speed of service, standard/ next day, claims & enquiries and ETA etc.
* Responsible for regional budget and controls - courier fees, contractor spends, adhoc payments, team expenses & overrides.
* Maximise service coverage of Courier deliveries and collections within the region.
* Responsible for Courier Recruitment within the region.
* Install and maintain regular meetings with the team reviewing performance and creating action plans to improve or resolve problems to achieve key targets.
* Review and appraise the performance and development of team members, in line with our clients policies and identify training requirements to the Divisional Managers for succession planning.
The ideal candidate will be a pro-active thinker with the ability to forward plan and create strategic action plans, adapting to network changes and enhancements. You will need to be a strong motivator who can support, coach and lead the teams to drive business strategies as well as personal performance. Help them strive to be the best they can be! The role requires you to have a current driving licence and, at times, can mean long unsociable hours so staying away from home may be required.
Finally you will have extensive management experience within the Express Parcels, Courier or Logistics / 3PL / Retail marketplace.
Multi site experience would be a distinct advantage
Digital Delivery Lead
ID Search & Selection
London, LondonYou will be able to deliver ground-breaking digital communications solutions across a range of projects, ensuring they are of exceptional quality and they are produced on time and budget. You will lead and support the team in delivering innovative solutions that employ best practices and that meet the brief. The successful individual will own the full end to end digital delivery process and hold full financial responsibility for ongoing projects. This a fabulous opportunity to enter the business at a level where you can develop an already successful team. You can expect a great salary, pension, great personalised and company bonus schemes and much more.
Responsibilities:
- Building relationships to become main point of contact for all accounts
- Lead digital delivery on all company projects
- Demonstrate best practice on projects in an easy to understand language
- Manage in-life digital properties
- Drive quality standards across the company
- Provide advice on all client delivery aspects
- Technology related degree
- Must have substantial previous experience of working on digital marketing platforms (web, CRM, apps, social) and data integration, within the life sciences/biotech/pharmaceuticals sector
- Must have the ability to provide some hands-on development where required, developing both front and backend architecture using HTML, CSS, JS and PHP
- Client rapport building, able to communicate clearly at all levels
- Familiar with the full suite of Veeva capability
To be considered for this role you must live in the UK and have previous medical communications experience with an agency.
ID Search & Selection has been successfully placing candidates in healthcare communications jobs for over 15 years. Along the way we’ve built many long term relationships with candidates and clients. We’re now trusted recruitment partners to many leading companies, big, small, network and independent. Our consultants are knowledgeable and professional and will be happy to offer information and advice. We are with you every step of the way, providing a supportive and communicative service that we will tailor to your unique needs.
Dario Sterling-Dwen would be happy to talk further on 01932 797 993.
Crane Supervisor - Tideway
Randstad CPE
London, LondonCrane Supervisors needed in near to Victoria station in London!
If you are an experienced Crane Supervsisor with a Tideway induction we have a great opportunity to work for an established company until the new year. You will be working 5 nights a week paid £250 a shift.
Requirements
- CPCS Crane/Lifting Supervisor
- Safety Critial Medical
- Tideway inducted
- Eligible to work in the UK
Please call Randstad or submit your CV online
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Service Delivery Manager
National Health Service
Guy's Hospital, LondonJob Reference: J206-VIA3132
- Employer:
- Viapath Analytics LLP
- Department:
- Viapath Genetics Laboratory
- Location:
- Guy's Hospital, London
- Salary:
- Up to £67,600 Dependent on Experience
The place to work in pathology
We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose.
Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Bedford NHS Hospital Trusts, we aim to set the standard for the future of pathology.
This post represents an exciting opportunity for an experienced laboratory manager to join the senior operational management team at the South East Genomic Laboratory Hub (SEGLH) based at Viapath, Guy’s Hospital. This is a 12 month fixed term post to cover the Service Delivery Manager during leave.
This is a key senior management leadership role within the GLH Service Delivery Team and Viapath that is responsible for the day to day management of the Genomics Hub Laboratory. The post holder will be expected to represent the GLH at internal meetings, preparing documents, data and presentations, and providing operational expertise.
The post holder will be expected to work closely with the hub laboratory team specific Laboratory Technical Managers and the Viapath Services support teams in order to deliver the core elements of the role. It is expected that the post holder will also work with Operations Leads in other related Viapath services and across the South London Genomics Consortium.
The role includes:
- Direct line management of the GLH administrative team, specimen reception team and laboratory technical managers.
- Managerial and operational responsibility for delivering a fit-for-purpose diagnostic Genomics service at the hub laboratory.
- Responsibility for ensuring that the laboratory operational plan and budget are met and any operational and quality issues are addressed in a timely manner.
- Responsible for monitoring the activity of the laboratory to ensure the quality and timeliness of test results by the efficient and effective use of resources including but not limited to staff, equipment, environment and space.
Scientific and technical knowledge is preferred; however, applicants with appropriate business management or project management experience will also be considered.
A little about the lab and us:
The Viapath Genetics Laboratory has been designated the hub laboratory for the SEGLH Network led by Guy’s and St Thomas’ NHS Foundation Trust (GSTfT) to provide the new National Genomic Medicine Service for NHS England. This network of laboratory providers is responsible for delivering genomic testing to a population of 8.6 million across South London, Kent, Surrey and Sussex. In December 2019 the St Georges Regional Genetics Laboratory merged with the GLH creating one of the largest Genomics laboratories in the UK at Guys Hospital. SEGLH has been commissioned by NHSE to provide testing for the cardiology, respiratory, skin, gastrohepatology and neurology rare disease specialisms.
The SEGLH provides a wide range of tests for detection of germline and somatic variants using state of the art technologies including whole exome sequencing, long-read sequencing and array CGH. The department has a number of ongoing R&D projects involving the application of NIPD and nanopore sequencing and works collaboratively with other groups such as GSTfT Biomedical Research Centre, GSTfT Genomics Innovation Unit and the GSTfT Assisted Conception Unit for Preimplantation Genetic Diagnosis.
Guy’s and St Thomas’ Hospital Foundation Trust is a major emergency and specialist teaching Trust which has all the specialties associated with a fascinating and career defining case load including: Women’s Services, Fetal Medicine, Haematology, Oncology, Transplantation, and is also home to the Evelina Children’s Hospital and the newly opened Cancer Centre on the Guy’s site.
You will be close to the vibrant Borough Market and the South Bank, which are exceptional London locations; perfect places to work and relax next to such iconic venues as Big Ben, The London Eye and The Shard!
To learn more about this opening, please see contact details below or simply apply through the application process.
For further details / informal visits contact:
Richard Hall
Genomics Operations Director
richard.hall@viapath.co.uk
Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.
We offer a competitive benefits package. As well as offering competitive salaries, all employees are also entitled to:
- Contributory pension scheme
- Generous annual leave entitlement
- Performance related pay
- Annual incentive plan for all
employees - Ground breaking development
opportunities
Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email recruitment@viapath.co.uk.
Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications.
If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion.
Thank you for your interest in Viapath.
Senior Service Delivery Manager
Whitbread
DunstableSenior Service Delivery Manager | Dunstable | Permanent
We have an exciting opportunity for a Senior Service Delivery Manager to add business value to our Commercial, Digital and Head Office stakeholders. Are you people and outcome focused? Do you have experience of working within an enterprise scale business? Do you have experience of managing multiple suppliers?
About Whitbread:
What continues to set us apart are our excellent products and people. In Premier Inn, we have the UK’s favourite budget hotel chain, currently outperforming the market and ambitious for more as we execute our plans in both the UK and Germany. We have much loved brands such as Beefeater, Brewers Fayre, Bar + Block alongside exciting up and coming propositions such as Cookhouse & Pub.
We remain true to our values and put our people at the centre of everything we do. Throughout this crisis we a proud to have supported our nations Key Workers by providing accommodation throughout the pandemic.
About the role:
The Senior Service Delivery Manager will partner with Commercial, Digital and Head Office stakeholders, and be accountable for assuring the IT services delivered within that business area meet requirements including quality, cost and overall operational performance.
You will be the primary point of contact for all senior business leaders and teams in relation to the operational services delivered to the respective business area. A key area of this role will be to manage on-going stakeholder relationships and hold Technology Services to account for the delivery of service into the respective business area.
What you’ll be doing:
- Accountable for the management of IT service(s) in their assigned business area over the service lifecycle.
- Support the development, implementation, maintenance of the service strategy and the service portfolio.
- Support the Commercial growth of business area, through identifying mutually beneficial service enhancements
- Ensure that customer satisfaction levels are maintained and improved.
- Be an active part of the IT Services leadership team, creating and fostering a culture of one team across all IT and business areas
- Direct line management responsibility for a team of Service Delivery Managers who cover the whole of the IT Services landscape within Business area.
- Accountable for ensuring agreed Service Level Targets are met on an on-going basis and reported on though service level reports and service review meetings.
- Accountable for the setting up of (as appropriate) executable service level arrangements, service level agreements (customer oriented), operational level agreements (operations oriented), underpinning contracts (supplier oriented) that support business goals and required outcomes.
- Run and Manage business stakeholder service review meetings.
- Accountable for final approval of change requests, where necessary (based on scale), in order to ensure system stability and service availability is retained per business area.
- Accountable for continuous service improvement of the service provided by the service delivery team through liaison with all IT functions and by introducing new ideas, concepts and standards from outside the business
- Establish, maintain, improve and maximise working relationships with key external partners/suppliers that provide support services. Work collaboratively with these parties on joint programmes where appropriate, optimising their activities and ensuring that they are aware of and comply with established best practice.
- Leads on the process to deliver ongoing continual service improvement through creative, agile thinking.
- Responsible for managing the IT Services (per business area), budgeting, accounting and cost control and charging structures.
What you’ll need:
- Strong experience in a customer facing IT service delivery role
- ITIL qualified or experience gained from managing in an ITIL environment
- Proven experience of managing teams and developing people
- Familiar with agile software development and product development methodologies.
- Demonstrable leadership experience building cross-organisational consensus with exposure to technology providers and/or business clients.
- Demonstrate experience managing a high-performing, cohesive team and in liaising with middle and senior management.
- Demonstrable experience in senior level technology client services and support experience.
- Broad range of technical skills (including enterprise level applications).
- Business domain knowledge from ecommerce, marketing, loyalty, CRM, and technology services.
- Strong commercial skills with deep understanding of technology service delivery and SLAs.
Service Delivery Manager
Ocado Group
Hatfield, England, United Kingdom, ENG“We are on a mission to transform the future of grocery retail through sustained technology innovation.”
At Ocado Solutions and Client Services we are responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.
Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world, redefining the customer grocery experience through the adoption of a centralised, automated model of online retailing provided by the Ocado Smart Platform.
We are looking for an enthusiastic, self-starting individual to become part our our new Service Management team as a Service Delivery Manager. You would be responsible for building partnerships with all internal and external stakeholders, being the advocate for Technology Operations.
As the Service Delivery Manager you would…
- Build partnerships with internal and external stakeholders of all levels to provide the face of Operational Services.
- Develop a strong awareness of the Ocado business model and strategy towards clients.
- Conduct service reviews with retail customers including contractual SLAs and continual feedback loops.
- Work closely with the Operations Reporting team to ensure sufficient data is prepared for any meetings.
- Provide feedback to key areas of the business regarding their functions e.g incident volumes/impact
- Represent customers/stakeholders in any discussions particularly regarding support processes/tools.
- Requirement for travel to visit international clients for review meetings, anticipated to be within Europe
- Continuous improvement of Operations Service Support functionYou may be asked to perform tasks as required by management deemed as a reasonable request.
We’re interested in people who have…
- Solid experience of understanding and reporting Service Level Agreements (SLAs) and/or Service Level Objectives (SLOs) using Service Level Indicators (SLIs)
- Strong customer service awareness
- Comfortable and confident at liaising with clients, 3rd party support vendors and staff of all levels across the company
- Able to work on your own initiative when required, as well as in a team
- Strong industry knowledge, understanding and experience including but not limited to - Service Management principles and methodology
- Proven ability to influence cross-functional teams without formal authority
- ITIL V3 Foundation certification as a minimum
Kudos if you also have...
- Project management/ project delivery experience
- ITIL v3 Practitioner or above
- Experience in a technical support role
What we offer you
Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, train season ticket loan (interest-free), free shuttle bus from Hatfield train station and of course, healthy Ocado retail staff discounts.
Posted
18 days ago
Description
As part of the Service Delivery team, the Service Delivery Manager (SDM) is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations.
Leading the client relationship for service, alongside the Account Manager the SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract.
What you will do
- Act as the primary service management contact for the customer
- Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all times.
- Undertake the management and oversight of the Service Levels in accordance with Service Level Agreement including attending relevant key Customer Third Party Provider service meetings as requested by the Customer.
- To Co-ordinate experience and satisfaction surveys with the Customer; examples of which are:
- Transaction survey at point of ticket creation and/or closure; and
- Customer survey to be released at an agreed frequency with content pre agreed between the Parties.
- Act as the escalation point within the business for the customer.
- Co-ordination and execution of weekly, monthly, quarterly and annual Service Review Meetings in accordance with the provisions of Service Level Agreement and Service Schedule.
- Generate a weekly management summary on delivery against Services in accordance with the Service levels and applicable schedules.
- Weekly, Monthly and/or Quarterly service level & performance reporting in line with schedules.
- Provide on-going analyse of reports, performance and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business.
- Regularly review and maintain the Service Order Schedules ensuring they are accurate and any amendments have been accepted by both the customer and the business at all times
- Service Level compliance monitoring, ensuring risks or potential breaches are flagged to the business in advance along with recommendations to mitigate or resolve. With the express aim of ensuring all service levels are met by the business.
- As required ensure a Service Improvement Plan (SIP) is in place to address any risks relating to delivery of service in line with the Schedules and the Service levels. Manage all activities to resolution. Update monthly at a minimum
- As appropriate develop a Continuous Service Improvement Plan (CSIP). Ensuring a clear distinction is made between fundamental service additions / changes versus improvements to processes. Ensure were appropriate they are costed and an appropriate order is in place from the customer. Update monthly at a minimum.
- Monitoring of on-going related out-of-service-scope activities and projects ensuring an overall view of the customer experience and service is maintained at all times
- Maintenance of all documentation and procedures relating to all aspects of all Services provided to the Customer in accordance with this Service Order Schedules
Who you are
- Previous service delivery management experience in an IT managed service environment
- Excellent customer service and communication skills
- Must understand the importance of management controls and process and procedures in the delivery of services
- Experience of managing multiple relationships in a fast paced environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Self-motivated – personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change
What we do for you
- Generous Annual Leave– 25 days, plus public holidays, with the ability to buy additional days
- Employee Assistance Programme– Advice, support, and counselling 24/7
- Life insurance- 4x times salary
- Top Achievers Club– Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees
- 65% Internal Mobility –Committed to the development & growth of our people
- Advanced Perks At Work– Exclusive employee discounts & benefits portal
- Charity Fundraising– Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year
- Pension Scheme- Up to 5% matched contribution
- Income protection insurance
Who we are
Advanced are one of the UK’s largest and most successful software companies. Our products sit at the heart of some of the country's best-known businesses, charities and public sector organisations, powering their key services and functions. Driven by the millions of people who interact with our products every day in hospitals, schools, transport providers, sports clubs and a wide range of instantly recognisable brands, in our 8-year history we’ve already grown phenomenally quickly with a £254m turnover and 2,300 staff serving over19,000 customers across the UK.