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Service Delivery Manager job in Bellshill

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Job Ref:  204552136
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Bellshill
Post Code:  NE70
Salary:  £NEG 45000-55000
10/10/2016 09:18
The Role

RM Results is RM's fast growing business-to-business services division providing innovative technology and service solutions which are transforming the exams sector in the UK and across the globe. These solutions are integral to the success of a growing list of customers (including UK and international examination boards, professional bodies and government departments) in the high profile, time critical assessment market.

Reflecting this growth, an exciting opportunity has arisen for a Service Delivery Manager to join the division to manage the successful delivery of operational e-assessment services to one or more awarding bodies. This is a great opportunity for candidates looking to take on the next stage of a career in Service Delivery.

This is a pivotal role in a strategic growth area for RM where you will have the opportunity to work closely with customers to ensure their success. You will manage the operational relationship with one or more awarding bodies. Preparing, with the operational teams, delivering and reviewing e-assessment services for pilots, examination sessions and approved projects. You will be responsible for operational delivery of the services against agreed measures (SLAs), working closely with one or more Service Desk Team Leaders, Supplier Managers and service providers. You will be the primary point of contact for the awarding body and internal suppliers, representing the customer's perspective into RM and vice versa.

The successful candidate will have high levels of personal credibility, excellence in communication and persuasion, a clear, creative, analytical approach and a strong commercial understanding. You will have the opportunity to join a successful well respected organisation, and have real impact in it achieving its next phase of growth.

Key responsibilities

* Customer relationship management
* Matrix management of internal teams to delivery service
* Establishing and maintaining Service Documentation & Catalogues
* Service Performance monitoring and reporting
* Financial performance
* Management of change.
* Service Improvement planning
* Issue Management
* Security, business continuity planning and disaster recovery

Skills & experience

* Customer focused with stress tolerance and flexibility to ensure successful delivery in a high profile service environment
* Excellent communication, influencing and negotiation skills at all levels with customers, suppliers and colleagues
* Excellent planning and organisational skills
* Should possess personal drive to deliver results and meet objectives
* Should have advanced problem solving skills to create innovative service solutions to customers' needs
* Should possess good judgement and decision making skills
* Should display a focus on continual service improvement
* Should display commercial awareness
* An understanding of software development
* An understanding of Assessment would be an advantage
* An understanding of service management methodologies (e.g. ITIL)
* An understanding of project management methodologies (e.g. PRINCE) would be an advantage


Working for RM you would be entitled to the following benefits:

* 25 Days Annual Leave (option to buy an extra 5 days)
* Performance Related Bonus Scheme
* Group Personal Pension
* Private Medical Healthcare
* Income Protection
* Life Assurance

The following voluntary benefits are also available:

* Childcare Vouchers
* Voluntary Dental Plan
* Voluntary Health Cash Plan
* Voluntary Critical Illness Cover
* Voluntary Health Assessments
* Cycle to Work Scheme
* Give As You Earn (GAYE)
* Employee Referral Scheme
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