Graduate Service Delivery Manager – UK

Graduate Service Delivery Manager – UK

Glasgow

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Graduate Service Delivery Manager

Proact is Europe’s leading independent data centre and cloud services provider. By delivering flexible, accessible and secure IT solutions and services, we help companies and authorities reduce risk and costs, whilst increasing agility, productivity and efficiency.

Proact is looking to recruit a Graduate Service Delivery Manager within our Glasgow office. The role will involve providing support to a team of Technical Service Delivery Managers by creating, reviewing and/or updating documentation such as Service Operations Manuals, Connection Diagrams and Service Reviews

Responsibilities:

  • Production and update (as required) of various customer-specific Service Delivery operational documentation including:

- Service Operations Manuals

- Connection Diagrams

- Service Improvement Plans

- Customer Service Reviews

  • Population and maintenance of CMDB and ITSM systems with details of customer contacts, services and other configuration items.
  • Review of operational documentation, CMDB and ITSM for new customer during Service Transition phase, according to the quality guidelines agreed with operational teams, and amending to meet those quality standard pursuant to service commencement.
  • Planning and implementing improvements as identified and as assigned within a departmental programme of Continuous Service Improvement
  • Implementation, service delivery and decommission of Proof of Concept (POC) services for new and existing customer and to be the point of contact and reporting for these customers.
  • Creation and monthly population of billing records for aligned unmanaged customers not otherwise aligned directly to Technical Service Delivery Managers.
  • To shadow Technical Service Delivery Managers at customer meetings and on conference calls, and to shadow various activities such as Disaster Recovery tests.
  • To organise training, shadowing and other opportunities for completing the activities outlined in a Graduate Programme Activity Record; to maintain this record and report back to line manager with progress on a monthly basis.
  • To develop an understanding of Proact business and operational processes and best practices on an ongoing basis, within the Service Delivery department and across the wider business.
  • To develop customer services skills in regards to timely and effective communication, managing difficult situations and setting customer expectations.
  • To undertake introductory training to key Proact technologies.
  • To learn new Proact services as they are released.

Requirements

Qualifications:

  • Bachelor’s degree or equivalent, preferably in a computing or business related field

Experience:

  • Evidence of work experience or placement, ideally in either a technology environment or a customer service environment, preferably both
  • Evidence of interest and a good level of skill in computing or other modern technology such as coding, web design or audio/video

Skills:

  • Ability to prioritise multiple tasks and manage own time, with an organised approach.
  • Ability to follow documented procedures
  • Excellent communication skills, with the ability and willingness to communicate in a clear manner to customers and the business
  • Self-motivation, independent-mindedness and ability to use initiative to highlight issues and propose new/different solutions
  • Ability to asses a situation or problem and then to take/recommend the appropriate actions
  • Ability to work successfully with a wide range of people
  • Willingness to adapt positively to change
  • Willingness to travel as required
  • Willingness to work outside normal working hours, as required

Company Benefits:

  • 25 days Annual Leave
  • Competitive Salary
  • Contributory Pension
  • Private Health care with free pure gym membership
  • Laptop
  • Mobile phone

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