Dedicated Service Delivery Manager

About Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.

Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right.

In 2022 we be opened new offices in Cardiff and Cape Town which follow the style of our London space. Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together.

Summary: We are looking for a Dedicated Service Delivery Manager to join the service delivery department. This role incorporates all responsibilities of a Dedicated Service Delivery Manager but is focused on a single client, ensuring the highest level of service and integration into the customer's business. The ideal candidate will act as a conduit for communication between Kocho and the client, manage multiple streams of work and projects, and oversee the onboarding of new systems and functions into both Kocho and the client environment. This role also requires hands-on technical expertise to support and guide the team in resolving complex technical issues and contributing to the design and architecture of technical solutions. The Dedicated Service Delivery Manager will be responsible for developing and implementing service standards, policies, and procedures, as well as managing the service budget and contracts.

Responsibilities:

• Act as a single point of contact for all service related issues and provide relationship ownership
• Provide an escalation point for client issues and ensure prompt resolution through Kocho’s remote support centre and/or applicable third-party suppliers.
• Ensure high levels of client satisfaction and perception are achieved and maintained with the Kocho clients, through regular service review meetings and providing regular updates on minutes and actions
• Manage the service and technology provided by Kocho to clients.
• Being the customers technical expert in strategy and incident and issue management
• Ensure the availability, quality, and efficiency of the service delivery
• Monitor and report on the service metrics, such as service level agreements, incident response time, and customer satisfaction
• Develop and implement the service strategy, roadmap, and budget in alignment with the business objectives and IT vision
• Develop and progress a CSIP for your customer using understanding of their estate and your experience to provide improved/more efficient service
• Establish and enforce the service standards, policies, and procedures, such as change management, incident management, and problem management
• Manage the service vendors, contracts, and service level agreements
• Ensure that the Customer reporting is created and correct within the timeframes of the clients contracts
• Proactively identify opportunities for service improvement and innovation tailored to the client's needs.
• Ensure alignment of Kocho's service delivery with the client's strategic objectives.
• Oversee onboarding of new systems, services, and functions into both Kocho and the client's environment.
• Manage and coordinate multiple workstreams and projects for the dedicated client.
• Act as a communication conduit between Kocho and the client, ensuring clear and effective information flow.
• Integrate into the client's business to understand their goals, challenges, and operations.
• Take full ownership of service delivery for a single dedicated client.
• Research and evaluate new technologies and solutions to improve the service capabilities and efficiency
• Provide technical guidance and support to the IT service desk, security, development, and project teams
• Troubleshoot and resolve complex service issues and incidents using the teams available but also your own experience
• Be a point of escalation for incident management
• Champion better together culture
• Accountability of incident and change within your function

Requirements:

• Bachelor’s degree in computer science, information systems, engineering, or related field
• Extensive of experience in service management, preferably in a large and complex environment
• Strong knowledge and experience in service technologies and best practices for support and maintenance
• Experience in managing service projects, vendors, and budgets
• Experience in developing and implementing service strategy, roadmap, and standards
• Experience in monitoring and reporting on service metrics and service level agreements
• Experience in leading and managing service teams
• Excellent communication, collaboration, and problem-solving skills
• Relevant certifications, such as ITIL, are preferred