Service Delivery Manager

Location: Abingdon 

Contract Type: Permanent

We are a market leading independent retail & business systems integrator & managed service provider, based in Abingdon & Baroda. We focus on nurturing a common positive culture across both of our offices.

In work, our core values drive everything that we do. You will be trusted to deliver your role, and you will understand how your contribution impacts the success of PMC. We will ensure that you are equipped to deliver an outstanding service for our customers. Your opinions count, and you have a voice. We also regularly share what’s happening in the Company, so you know what’s going on. At PMC, we help our customers make informed decisions for their business so they can deliver a more engaging customer experience and increase their sales. .

The Opportunity 

As a Service Delivery Manager will be responsible for managing all services delivered to a customer/s and leading the client relationship to the ‘users’ of these services. The Service Delivery Manager will be fully accountable for delivery performance, customer satisfaction, client revenue and seeking incremental service business with the account.

• To lead the delivery of all services to the client/s to ensure high levels of performance.
• To manage the resolution of any customer/s specific service delivery issues, through leading the design and implementation.
• To work with the Integration and Deployment Manager set-up all new services for the customer/s, ensuring any ‘change’ is introduced into the service in a properly controlled manner and is adequately documented
• To ensure the production of accurate and timely MI to demonstrate delivery performance to nominated customer/s and to ensure effective management of performance.
• To identify opportunities for productivity and service delivery improvements, cost reduction and additional revenue recovery.
• To act as an ‘escalation manager’ for the client/s for serious /major service delivery performance issues
• To personally ensure all chargeable billing is completed and agreed with the client on a timely basis.
• To ensure the highest levels of customer satisfaction for services delivered.
• To achieve the position of a high quality service partner for nominated customer/s in order to assist with positioning PMC as a key long-term services business partner
• As required, to support new business sales campaigns with the client/s and highlight potential opportunities
• To actively seek out customer, market and competitor intelligence in order to position PMC consistently as the ‘services supplier of choice’
• To participate in the appropriate forums and events in order to raise the profile of PMC for its service provision
• To lead, manage, coach and mentor all human resources dedicated to the client to ensure high levels of performance and to assist the development of ‘new talent’ within the Company for the future
• To monitor performance against targets on a regular basis
• To complete ad hoc duties and tasks allocated through line management chain from time to time

About you

Previous retail experience is desirable.

You will have a good understanding of account management, undertaking service reviews, negotiate with clients/suppliers around contractual delivery and experience managing large complex accounts. Due to the nature of this role you will have strong tenacity to drive change within an organisation and be confident managing expectations as required also be able to continuously build relationships.

You will also need to utilise your experience to effectively manage 3rd party suppliers and demonstrate a resilience that enables rapid recovery from difficult situations.

Life @ PMC

We are supportive and approachable. We have zero room for discrimination and are proud to be an equal opportunities employer. Being a part of PMC, you have an opportunity to really add value and make this role your own. With our continuous learning and collaborative actions, we believe in taking ownership and going the extra mile to deliver.

GDPR 

Before applying please review our Privacy Notice for Job Applicants.

When you apply for a position with us you are confirming that you have read and understood the information set out in our Privacy Notice for Job Applicants. As such you are voluntarily providing personal information gathered in the recruitment process. This information will be used for the purposes of your application to work with Paul Mason Consulting or any of our customers, based on lawful reasons contained in our policy. If your application is not taken forward for any reason, we will still retain all personal information gathered during the recruitment process for a period of 12 months. This is in order to contact you about other work we feel may be of interest.

You also understand that your consent to PMC Ltd. continuing to hold this personal information is entirely separate to any recruitment processes and that you are free to withdraw your consent in writing at any time.

To apply please e-mail your CV and brief covering letter to recruitment@pmcretail.com