For more than 27 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile and security solutions speaks for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given – professionally and personally – so our colleagues can thrive.

As Service Delivery Manager, your primary focus will be to drive and deliver service excellence Charterhouse’s enterprise customers. The Service Delivery function should act as the voice of the customer and ensure that our customer's services are running to the highest standards meeting their needs and expectations.

Our focus has always been on connection and collaboration, which is why we offer hybrid working with the choice to work in our London office.

Requirements

• Develop and own the Customer Service Review process with our top customers, whilst ensuring that regular system reports and individual SLA reporting is provided on an agreed regularity with the right level of touch for the size or opportunity of customer.
• Be part of and design the project handover process for the top customers ensuring that service take on for any new products is completed in a professional manner and snagging is complete.
• Be responsible for escalation management for our top customers, primarily for service and billing issues. Actively pursue escalated issues ensuring proactive resolution, and communication to the customer, business stakeholders and operational management where appropriate.
• Build and maintain client relationships. Attending client Service Review meetings covering performance, service improvement, quality, processes and recommendations / further opportunities.
• Evaluate the changing needs of the service, liaising with internal and external stakeholders to identify areas for operational improvement, making recommendations for service improvement for each customer
• Identify and report on “at risk” customers and the planned actions to ensure renewals at the end of each contract.
• Pro-active management of upgrade requirements, notifications from vendors (end of life products, news, roadmaps, etc.)
• Responsibility for managing Customer Satisfaction RAG status for our top customers. Reporting to the CVD Board on service status and customer satisfaction within these customers.
• Work with Sales & Pre-Sales Management to define drive product cross-sale opportunities into our top customers.
• Support our Sales team within the bid process, with involvement in major bids and sign off of any service delivery management aspect to all bids.
• Work with the Head of Customer Experience to identifying service improvements across the business but primarily within the Service Assurance, Project Engineering and PMO functions.
• Working closely with our Marketing team, to ensure Case Studies are provided where possible.
• Produce documentation that is centrally available to inform Client Operations Team of commitments, actions and upcoming customer milestones/risks.

Benefits

We’re bold and brave when it comes to transforming business operations. Together, we achieve more for our customers, each other and ourselves. From the momentum we’re building to the steps we’re anticipating, this is your chance to be part of it all.

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Charterhouse is where careers happen. We offer a supportive, innovative, stimulating and fast-paced environment where development, reward and recognition are available to everyone, and anything is possible. As you transform our client’s approach to technology, we’ll help you transform your career through progression, reward, development and recognition.

Sabre Corporation  

EY  

Oracle  

OKX  

Globant  

KBR, Inc.  

Visa  

SYSTRA  

Serco  

Mondia Group