Service Delivery Manager M365

We are looking for an experienced
Service Delivery Manager
(SDM) with strong service management skills who has worked in global matrixed ITIL structured organisations and is passionate about Customer service excellence.

The successful candidate will have experience and a good understanding of
Digital Workplace solutions
that integrate devices, software and hardware for Forvis Mazars end users globally.

The Digital Workplace solutions are predominantly
Microsoft products
including, but not limited to
Office 365, Teams, SharePoint, Intune, Co-Pilot
, etc.

The SDM will have accountability for full end to end Contract deliverables, delivering sustainable business and customer outcomes, while ensuring all governance, risk, finances and resources are managed effectively across a range of delivery areas. The SDM will be the focal point for Service Management processes, tools (ServiceNow), Third Party management and performance reporting, collaborating with the Digital Workplace support teams, Product Managers and other TD&S Group leads, to shape and implement continuous service improvement programmes for digital workplace products and services that will deliver improved business outcomes for our customers worldwide.

You will have experience managing a global Customer base, including Western and Central Europe, Asia Pacific, Americas and Africa, and from within various industries including Finance, Insurance, Tax, Audit, Health, Telecommunications etc. as well as Third Party Suppliers both onshore and offshore.

What will you do:

· Manage the Customer relationship and expectations by ensuring all digital workplace service levels are being achieved, service delivery escalations are managed to resolution, and contracted performance reporting is provided in a timely manner

· Primary interface and point of contact for customers and stakeholders to raise escalations about delays in service fulfilment delivery and support incident resolution, to ensure issues are managed as effectively and promptly as possible

· Be an effective point of escalation for customers and stakeholders who have digital workplace project delivery issues alongside the assigned project managers, to ensure project delivery does not impact business as usual operational delivery

· Chair, minute and manage monthly external Third Party Service Review meetings with responsibility for all associated Reporting. Attend and contribute to Quarterly service/business reviews alongside the assigned Digital Workplace Product Manager

· Chair, minute and manage internal Country/Regional Customer Service Review meetings, providing customer performance reporting and analysis, capture and manage service risks and issues, and to deliver agreed outcomes, alongside the assigned Digital Workplace Product Manager

· Ensures the adoption of ServiceNow as the core IT Service Management (ITSM) and Customer Service Management (CSM) tool globally, driving the use of additional features and enhancements as applicable

· Implement and/or establish contracted account governance framework, including Contract compliance registers, RAID Logs, Service Improvement Plans, etc.

· Regular review of end to end SLA adherence for the digital workplace ServiceNow assignment groups and underpinning Third Party SLAs to ensure accurate performance reporting

· Understand the customer's business, direction and value drivers and use this knowledge to motivate and influence internal and external service delivery stakeholders and third-party providers

· Support the accuracy of Customer chargeback financials alongside the Digital Workplace Product Manager

· Identify, promote and implement targeted service revenue or cost containment opportunities

· Input to monthly, quarterly and yearly operational cost analysis where required

· Contribute to the development of the Digital Workplace Service Catalogue to enhance and improve customer experience and productivity

· Represent Service Management by contributing to Digital Workplace RFPs, Contractual Change requests, and SLA additions where applicable

· Establishing relationships and setting clear responsibility demarcation for internal delivery teams and external third parties where appropriate

· Demonstrate effective functional people management and collaboration skills including functional team building and motivation

· Contribute and assist with customer communication strategies and updates to senior leadership team, key management and stakeholders during high severity major incidents

· Responsible for building collaborative service improvement initiatives to ensure continuing customer satisfaction and operational excellence

· Ensure ServiceNow workflows for the Product are aligned with the overall IT Enterprise Architecture and IT Security standards and policies.

· Ensure Digital Workplace Change Management activities are being complied to by the Digital Workplace Product and support teams in line with the policy and processes determined by the TD&S Change Enablement Manager.

Candidate profile:

· 5+ years of recent Service Delivery Management experience

· 3+ years ServiceNow experience encompassing Service Management principles and ITIL

· Mandatory ITIL V3 Foundation and/or ITIL 4 Foundation qualification

·
Proven experience
delivering service management for Digital Workplace solutions, i.e. Microsoft products including, but not limited to Office 365, Teams, SharePoint, Intune, Co-Pilot, etc.

· Proven Certifications in the following will be advantageous:

§ Certified Business Relationship Manager (CBRM) – BRMI

§ Project Management Professional (PMP)

§ ServiceNow: ITSM, CSDM, CSM, Asset Management, PPM, Now Intelligence, Business Applications, SPM, CPG, HAM, SAM

· A deep understanding of IT infrastructure, software applications, and network systems. Familiarity with ITIL (Information Technology Infrastructure Library) practices, cloud computing, and cybersecurity.

· Exceptional communication skills to interact with both technical and non-technical stakeholders, ensuring clear and effective information exchange

· The ability to analyse data and metrics to monitor service performance and identify areas for improvement

· Excellent English written and verbal communication skills is mandatory for this role, including proven executive presentation creation and delivery skills

· A strong customer service orientation to understand and meet the needs of customers, ensuring high levels of customer satisfaction

· Strong project management skills to oversee IT projects from planning to completion, ensuring they are delivered on time and within budget

· Excellent problem-solving abilities to address and resolve technical issues promptly and effectively3.

· Strong leadership and management skills to functionally lead IT teams, coordinate resources, and drive service improvements

· The ability to adapt to product advancements and industry trends, ensuring the organization stays current with emerging technologies

· Industry experience in Tax, Accounting, Audit, Financial or Consulting Services would be advantageous but not essential.