Service Delivery Manager
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An accomplished Service Delivery Manager and people leader with substantial experience across multiple roles and industries. Passionate about developing and implementing frameworks to optimise the customer experience and deliver strong service outcomes, whilst driving efficiencies.
Demonstrates outstanding interpersonal skills and a talent for building productive stakeholder partnerships. Possesses excellent analytical thinking and problem-solving skills and uses these to develop strategic solutions to complex issues.
Currently seeking a new role after taking a short career break.
Managed end-to-end service delivery function in two previous SDM roles, driving exceptional customer experience for brand loyalty and growth across multiple customers and industries. Collaborated with stakeholders, including CLevel executives, ensuring service delivery aligns with and contributes to core business objectives. Conducted holistic business reviews to identify and address emerging service gaps and established tailored Service Improvement Plans.
Coordinated internal governance activities, including preparing periodic governance reports focused on key metrics and service outcomes. Held a critical role in contract renewal negotiations, delivering favourable outcomes to the business whilst exceeding client expectations.
Experience in ITSM tools - ServiceNow, Jira, ConnectWise. Worked with Confluence as a knowledge base / documentation repository.
Bsc (Hons) Business Information Technology at Manchester Metropolitan University, UK.
ITIL v4 certified.
