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Senior Service Delivery Manager
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, provide digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them to save time and money.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries.
The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place, and working, for their client(s) to ensure quality is maintained to meet service, and business goals. In this role you will report to the Head of Service Delivery Management.
What you'll do:
Establish strong relationship with both the client and internal stakeholders, providing a point of contact and escalation for client services.
Be accountable for Client Service Reviews, ensuring service actions are completed promptly and that the Client(s) are kept informed of their status and updates.
Ensure client roadmap and requirements are understood and effectively communicated; Issue change communications following clients' contractual obligations and Experian guidelines.
Work with project delivery / service acceptance concerning new products and services being deployed to the client so as to assist with successful transition/transformation.
Understand the cost to serve and help to increase productivity through service improvements.
Ensure that the associated commercial processes for contract management, including business change, are in place and adopted for the clients' account.
Lead internal delivery stakeholders as 'one team' ensuring a seamless delivery of services to the client(s) from across the business units.
Provide on-call escalation support as per the on-call rota.
Ensure all escalations are valid / justified and that the correct channels have been followed before the required escalation.
Client Surveys – NPS / Temperature check – to be reviewed and feedback logged. Propose improvement plans as a result of any feedback.
Monitor complaints / identify risks and take steps to mitigate these.
What we expect you to bring:
6+ years of experience in a similar, client-facing role in a global / regional function.
Knowledge of ITIL processes operated within Service Delivery Management and Service Acceptance.
Strong client focus and excellent written and verbal skills in English.
Ability to handle conflict, undertake negotiations, manage resolution, and lead others.
Understanding of service strategy and ability to apply this to the needs of Clients.
Understanding of escalation model, including when and how to escalate appropriately, and ability to evidence efforts to resolve before escalation paths are exercised.
Ability to communicate at all levels (peers to Exec, internally and externally).
What you will get:
Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.
Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
Opportunity for Flexible working hours and Home Office.
Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, provide digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them to save time and money.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries.
The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place, and working, for their client(s) to ensure quality is maintained to meet service, and business goals. In this role you will report to the Head of Service Delivery Management.
What you'll do:
Establish strong relationship with both the client and internal stakeholders, providing a point of contact and escalation for client services.
Be accountable for Client Service Reviews, ensuring service actions are completed promptly and that the Client(s) are kept informed of their status and updates.
Ensure client roadmap and requirements are understood and effectively communicated; Issue change communications following clients' contractual obligations and Experian guidelines.
Work with project delivery / service acceptance concerning new products and services being deployed to the client so as to assist with successful transition/transformation.
Understand the cost to serve and help to increase productivity through service improvements.
Ensure that the associated commercial processes for contract management, including business change, are in place and adopted for the clients' account.
Lead internal delivery stakeholders as 'one team' ensuring a seamless delivery of services to the client(s) from across the business units.
Provide on-call escalation support as per the on-call rota.
Ensure all escalations are valid / justified and that the correct channels have been followed before the required escalation.
Client Surveys – NPS / Temperature check – to be reviewed and feedback logged. Propose improvement plans as a result of any feedback.
Monitor complaints / identify risks and take steps to mitigate these.
What we expect you to bring:
6+ years of experience in a similar, client-facing role in a global / regional function.
Knowledge of ITIL processes operated within Service Delivery Management and Service Acceptance.
Strong client focus and excellent written and verbal skills in English.
Ability to handle conflict, undertake negotiations, manage resolution, and lead others.
Understanding of service strategy and ability to apply this to the needs of Clients.
Understanding of escalation model, including when and how to escalate appropriately, and ability to evidence efforts to resolve before escalation paths are exercised.
Ability to communicate at all levels (peers to Exec, internally and externally).
What you will get:
Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.
Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
Opportunity for Flexible working hours and Home Office.
Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.