Job Description

Systal is a global managed network and security service and transformation specialist. We consult, deploy, and integrate multi-vendor technologies which help enterprise businesses maximise the security and value of their complex IT infrastructure. Across our 24/7 Network and Security Operations Centers, we manage over 200,000 assets across 78 countries, providing innovative and resilient solutions that help enterprises meet complex technology requirements, replace unsecure and ineffective legacy technologies, and securely solve today’s critical IT and business challenges.

As part of our continued project evolutions, we are looking to recruit a Service Delivery Manager to support our US customers. Sitting within our Delivery Operations function; you will deliver and meet individual, site, and business objectives and targets by driving performance through service excellence

What will you be doing?

The Service Delivery Manager will be the primary point of contact for all service-related requests, whether from customers or our colleagues, and be the customer-facing representative of the Systal network team. You will also be responsible for the following (but not limited to) duties:

• Responding promptly to customer requests relating to service levels, incidents and availability
• Proactively identify, own and assume escalation point for any issue or problem that could affect customer experience
• Follows Service Acceptance process ensuring smooth delivery of new services and assets into live service
• Ensure all service risks are identified and recorded on the account risk register
• Oversee delivery of regular monthly reporting including asset, performance and capacity management
• Attend regular Monthly Service reviews and support delivery into the operational team
• Manage client support teams/3rd party vendor relationships by hosting/attending regular meetings to help deliver more timely resolution of any service issues
• Assist in the development and implementation of new Service Management processes and procedures
• Deliver value add by feeding into the account Continuous Service Improvement Plan

What skills and experience are we looking for?

• Solid experience in a customer facing Service Management role
• Strong communication skills both written & verbal
• ITIL Foundation essential

Why come and work with us at Systal?

Competitive salary and benefits package.

Unrivalled training and development, ensuring you stay at the top of your field. We want you to be the best in your chosen field and continuously support training.

Fantastic working environment – our state-of-the-art offices and established remote teams create a positive environment to work in both in person and virtually.

You will get the opportunity to work with like-minded individuals at Systal and we work hard to create a sociable, enjoyable working environment

Job Tags

Similar Jobs