Senior Service Delivery Manager

The role of the Senior Service Delivery Manager will be to:

• Establish and refine delivery processes and ensure positive customer experience;
• Create efficient and cost-effective ways to reduce costs without affecting the overall customer experience;
• Manage customer expectations by assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided;
• Manage incident, request, change and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required;
• Work closely with the programme/project manager to identify new growth opportunities and track contract extensions