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Service Delivery Manager – IT Services
A&O IT Group. Act as the single point of contact for all activities relating to assigned accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in account management within the IT industry, focusing on customer relationship development, contract negotiation, and financial performance management. Proficient in managing third-party relationships and ensuring service excellence while adhering to company processes and quality assurance standards.
Highest-signal resume keywords
Account ManagementCustomer Relationship DevelopmentContract NegotiationSupplier ManagementFinancial Performance Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementContract ManagementBudget ManagementP&L ManagementService Level ManagementIT Services ExperienceProject ManagementBusiness DevelopmentService Review ConductingChange Control Management
Soft Skills
Excellent Communication SkillsProactivityOrganizational SkillsFlexibilityAdaptability
Tools & Technologies
MS Office 365WordExcelPowerPoint
Industry Keywords
Customer SatisfactionService ExcellenceThird-Party RelationshipsQuality AssuranceAudits
About the role
Key responsibilities & impact- Act as the single point of contact for all activities relating to assigned accounts
- Develop and sustain excellent customer relationships at all levels
- Ensure contractual service levels are achieved, customer satisfaction is maintained, and commercial control is upheld
- Manage budgets and P&L for assigned accounts
- Retain existing business and identify and secure business growth opportunities
- Work with sales and bid support teams to create opportunities and provide bid-document data
- Provide the essential link between A&O IT Group and the client
- Manage all aspects of the A&O portfolio relevant to contracted client deliverables
- Conduct regular service reviews and service development meetings
- Develop and widen relationships within accounts
- Engage and manage UK and international service partners
- Support leadership teams during restructuring, divestitures, mergers and acquisitions
- Create and maintain contracts, service element descriptions, and change control notes
- Negotiate and manage contract amendments
- Manage third-party relationships
- Work with project/transition management on new business implementation
- Own and execute appropriate new-business transitions
- Enhance service or financial performance of assigned accounts
- Comply with company processes and procedures and support audits and quality assurance processes
Requirements
What you’ll need- Experience in a customer-facing account management role in the IT industry, providing high levels of service excellence
- Experience of IT services
- Educated to degree level
- Experience in managing 3rd parties / supplier management
- Good MS Office 365 skills – Word, Excel, PowerPoint
- Excellent verbal and written communication skills
- Proactivity, initiative and eagerness to progress
- Organised, able to manage time effectively and prioritise tasks
- Flexible and adaptable to changing business demands and working environments
- Subject to post-offer background verification in accordance with local country legislation
Benefits
Comp & perks- Hybrid working
- Equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity
- Diverse and inclusive workplace