As Service Delivery Manager (SDM) you will act as a single point of contact for all activities relating to your assigned accounts. You will develop and sustain excellent customer relationships at all levels and ensure that all contractual service levels are achieved; ensure customer satisfaction; and commercial control. The role will also manage budgets and P&L for your assigned accounts.
You will be responsible for ensuring retention of existing business and explore and secure areas for business growth by working with the sales and bid support teams to create opportunities and providing data for bid documents.
Responsibilities:
To provide the essential link between A & O and the client
To develop and sustain excellent customer relationships
To perform the role of primary point of contact for the assigned accounts.
To manage all aspects of the A&O portfolio pertinent to the contracted deliverables with each assigned client.
To conduct service reviews and service development meetings at regular intervals with the client.
To develop and widen relationships within the account.
To engage and manage service partners both UK and International.
To support the leadership teams in any restructuring, future divestitures, mergers and acquisitions.
To ensure the appropriate documentation e.g. Contract, Service Element Descriptions, Change Control Notes are created and maintained for assigned accounts.
To negotiate and manage any required amendments to contract.
Effectively managing third party relationships
Work with Project/ Transition management for the implementation of new business. Own and execute transitions of new business where the deliverables and scale are appropriate.
Any other activities that enhance the service or financial performance of assigned accounts. Within the constraints of the authority of the position.
Comply to company process and procedures and provide support in audits and quality assurance processes
Essential skills:
Experience in a Customer Facing account management role in the IT industry, providing high levels of service excellence
Experience of IT Services
Educated to Degree level
Experience in managing 3rd parties / Supplier Management
Good MS Office 365 skills – Word, Excel, Powerpoint
Team player with excellent communication skills, verbal and written
Proactivity, initiative and eager to progress
Organised, able to manage time effectively and prioritise tasks.
Flexible and adaptable to meet changing business demands and working environments.
ABOUT US:
A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.
OUR VALUES:
Our team prides itself on our core values and commitment to doing the basics brilliantly If you too strive to engage & delight, we would love to hear from you.
A&O IT Group, a global leader in managed IT services, brings over 50 years of expertise and operates in over 130 countries. Our customer-centric and people-focused approach ensures that we deliver tailored, scalable solutions that meet the unique needs of businesses across various industries including retail, finance, healthcare, and hospitality.
We live by our motto, “Engage & Delight,” always striving to exceed customer expectations. Our comprehensive services range from field services with professional onsite and dispatch engineers to IT project management and deployment services covering planning, implementation, and ongoing support. We also offer IT warehousing, staging, and logistics, managing everything from desktops to large-scale printers and peripherals. Our 24/7 service desk provides proactive monitoring and seamless IT support, while our network solutions cover design, migration, and security to ensure maximum connectivity and data protection.
Additionally, A&O IT Group boasts robust cyber security consulting and testing services, with in-house experts specialising in penetration testing, vulnerability assessments, and more. Our heritage and experience, combined with our global reach, customer-centric approach, and scalability, make us a trusted partner for any IT needs.
Recognised as a top growth Managed Service Provider (MSP) and one of the London Stock Exchange’s top UK companies to Inspire, we are proud of our industry recognition.
Our proprietary software, FieldView, offers real-time visibility of our engineer scheduling and management, further enhancing our service delivery.
Find out more about a career with A&O IT Group and browse for your dream job here https://www.aoitgroup.com/about-a-and-o/careers
