Service Delivery Manager - UK

Our world-class software solutions need delivery services that exceed the expectations of our customers and partners. We are looking for a Delivery Service Manager that can lead and inspire the team
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Location

Cambridge / Nottingham

Summary.

Formpipe delivers software solutions to customers all over the globe through a network of partners. Within Private Sector of Formpipe our focus is on delivering solutions within the Banking sector and Microsoft Dynamics ERP implementations. As Service Delivery Manager you will be responsible for professional IT consulting and project services being seamlessly delivered to our partners and end customers often as an integral and essential part of business process implementation projects or essential upgrade projects.

We are seeking a candidate that has experience of customer service delivery within information systems and professional services. You must have exceptional customer service skills, be highly organised, communicate precisely and be able to manage an ever-changing environment of priorities, projects, partners, problems and people! As Service Delivery Manager you must be passionate about how Formpipe achieves and maintains a world-class customer service experience for all of our partners and customers.

You will report to the Operations Director and be responsible for managing the delivery consultant and project delivery teams with direct reports. Responsibilities will include working with the delivery team managers to ensure all customer commitments are fulfilled, resource utilisation is optimised and to act as the point of escalation for dealing with issues and customer requests. You will be actively involved with the commercial team regarding new project opportunities and to provide the input, assurance and confidence that the customer requirements can be fulfilled.

This role requires a candidate that is confident to make decisions. You must be able to handle and deal with difficult technical, commercial and resource conflict situations in order to establish the best outcome and manage the expectations of all those involved. As Service Delivery Manager you will need to drive the customer service aspect of all the work your team is responsible.

Formpipe recognises the need for close working relationships, communication, participation and agreement between all technical, commercial and service departments in order to achieve our objectives of scalability, growth and success through our partner network. You will be working very closely with your peers within the Operations Department, including Support and Cloud Services. You will also be actively involved in decisions and communications related to product releases, marketing activities and commercial updates.

Duties and Responsibilities.

• Resourcing of projects

• Team professional development

• Managing customer escalations

• Managing partner relationships

• Driving standardisation and improvements in project management and consultancy processes

• Ensuring invoicing is timely and correct

• Ensuring resources are correctly logging their time and we are achieving a high billable rate

• Ensuring we have optimal utilisation of technical and project resources

• Maintaining one to one relationships with all direct reports

• Ensuring all project work is delivered to high standards, while being cognizant of the confines of agreed services

• Driving a reduction in technical debt in ongoing projects

• Ensuring project delivery meets with requirements for sustainability and therefore recurring revenue

• Liaising with sales and account management teams for awareness of upcoming projects and discussion of customer issues / pain points

• Maintaining relationships with other managers and directors

• Ensuring consultancy and project management teams are working towards group level goals

• Ensuring knowledge is effectively shared across project services and other technical teams

• Maintaining a fundamental knowledge of our software products and the impacts of updates and changes

Knowledge and Experience.

Essential:

• Degree in Computing Science or similar

• Project management methodologies practicioner

• Minimum of 5 years’ experience in a service delivery management role or similar project delivery role for IT / Professional services

• Minimum of 10 years’ experience in customer-facing technical service and project delivery roles

• Proven leadership skills

• Managment reporting, KPIs, metrics

Skills.

Essential

• World class customer service skills

• Leadership

• Exceptional communication skills

• Technical project management (certification desirable)

• Proven negotiation experience

• Degree in Computing Science or similar

• Project management methodologies practicioner

• Minimum of 5 years’ experience in a service delivery management role or similar project delivery role for IT / Professional services

• Minimum of 10 years’ experience in customer-facing technical service and project delivery roles

• Proven leadership skills

• Management reporting, KPIs, metrics

Formpipe.

Formpipe has its head office in Stockholm and is listed on the OMX Stockholm stock exchange. We employ over 260 people and have offices in Sweden, Denmark, UK, US and Germany. As a Microsoft Gold Partner and member of Microsoft’s Technology Adoption Program (TAP), Formpipe solutions are sold and supported through a certified network of global partners.

Formpipe has three business areas: Swedish Public Sector, Danish Public Sector and Private Sector. Each business area caters for local requirements with development, support, delivery, account management and commercial management at service for customers. This role is to join the Private Sector team, which is focussed on delivering software products and services through a global partner network. This includes Lasernet, which has unrivalled integration with Microsoft Dynamics 365, NAV, SAP and Infor along with other ERP solutions and delivers business documents in almost any format imaginable.

We are a decentralised organisation in which our team members enjoy a large amount of autonomy. We believe this approach nurtures a culture with a personal touch and characterizes us a people-to-people company. Our core values are our internal as well as external contract. They guide us and drive us forward.

 

Or, know someone who would be a perfect fit? Let them know!

NG2 3AQ Nottingham Directions info.ls@formpipe.com +44 115 924 8475 View page

Foxton

CB22 6SA
CB22 6SA Cambridge Directions View page

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