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Service Delivery Manager

Remote / Home/Hybrid

The Service Delivery Manager is responsible for the delivery of Service and maturity of the Service Management function within Symatrix across a number of Managed Services customers.

They will work as part of the Service Management team with the aim of delivering high-quality services and change to the customer base ensuring robust service support and service delivery processes are in place.

Reporting into the Senior Service Delivery Manager, this individual will be the face of Symatrix for a number of our customers and will be required to establish and manage relationships and expectations within the support teams as well as out to customers, other 3rd party supplier teams and key stakeholders as required in the communication and delivery of service.

Main duties and responsibilities  

In addition to the above overall responsibilities, the role will also cover:

  • Monitoring the performance of service delivery to customers relating to key service disciplines such as incident, request, problem, change, improvement, risk and escalation processes through tools and update calls, working with team leads to ensure high levels of performance and timely updates
  • Establishing service improvement activities when required
  • Using MI to tell customer stories, both internally and externally, to gain understanding about both the cloud journey, user adoption and where the most value can be delivered though service activities
  • As a key stakeholder of the escalation process the Service Delivery Manager will work with the technical and functional managers and run - where required - major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
  • In conjunction with the Support Team Leads, ensure the standards for overall BAU support service delivery are met for customers; ensuring documentation, systems, methodologies and procedures are in place, maintained and followed
  • Take part in the Service Transition process, providing direction and key input into service and support elements in projects where required, developing a strong understanding of the deliveries including which areas will be impacted ensuring this impact is minimised and agreed through transition activities
  • As required, deliver change activity within customers where we are able to utilise technical ability to deliver chargeable work
  • Lead customer service reviews as needed including service pack creation for your key customers
  • On a bi-annual basis with the Managed Services Director and Senior Service Delivery Manager, drive the customer experience process, obtaining NPS scores from key stakeholders
  • Lead on agreed key third party supplier service review meetings covering performance, service improvements, quality and processes
  • Oversee and where appropriate, lead service improvement meetings and activities within customers environment and the Symatrix service teams’ delivery
  • Support the relationship with Oracle COE, attending monthly meetings to discuss areas of opportunity and support for both parties
  • Responsible for the escalation to Oracle on major SRs as required
  • Attend both internal and external meetings and follow up on agreed actions in a timely manner.

Essential:

  • Please note this role will require visits to key customer sites for quarterly reviews, estimated at once a month in total also. Travel and expenses will be covered for travel to customer sites
  • Experience of some ITIL fundamentals: Incident, Problem, Change and Release Management
  • Experience managing service in an environment containing Oracle HCM or ERP cloud services
  • Experience managing individuals or a team
  • Process improvement experience
  • Passionate about Service Management and Improvement
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working if required
  • Excellent organisational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivated and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks

Desirable:

  • Service Management experience in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Experience delivering service with involvement from technical teams
  • ITIL qualified

Why Symatrix?

At Symatrix our vision is to unlock the endless possibilities of Oracle Cloud HCM and ERP.

We were founded in 2000 with the specific focus of providing services and expertise to organisations looking to implement and leverage Oracle HCM. We have come a long way since then. Today we believe that all customers should be able to make their business applications work harder for them and provide the returns and the benefits they expected. Everything we do supports this belief. We provide Consulting as well as end-to-end managed services for HCM and ERP on premise or in the Cloud - from Applications Support and Testing as a Service through to Managed Payroll and Process Improvement services, not to mention our award-winning Oracle Practice! In fact, because we truly listen, our services have all developed from customer demand.

After the introduction of Oracle Cloud, we added Environment Management and Testing as a Service to our kit bag to complement our application support and change services. Our Consulting services have evolved to support Cloud and we have retained our award-winning on-premises expertise. We also created an exciting suite of services to help our customers manage and improve their processes, which really help to move our customers from “adopting Cloud” to “embracing Cloud”.

We are delighted to be able to say that we’re an ISO27001, Bacs and Cyber Essentials accredited business but there are many reasons that we’re proud of what we’ve achieved over the years

What can we offer in return?

Competitive Salary, Pension, 25 days holiday, option to buy an additional 5 holiday days, birthday as additional holiday after two years’ service, eye tests, private health care, cycle to work scheme, childcare vouchers, share option scheme, excellent training and learning opportunities. 

If you believe you may be a good fit for this position or are searching for a new opportunity in this field, then please send your application or enquiries to our Talent Acquisition Specialist carlton.hill@symatrix.com

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