Service Delivery Manager

Job Role: Service Delivery Manager

Location: UK

Reporting to: Global Client Experience Director

Established in 1984, MAK-SYSTEM's vision is to design, develop, and deliver globally best-of-breed software to manage Blood, Plasma, Tissue, and Cells from end to end using the best technologies and functionalities for the patient's benefit. Our software solutions continuously support the digital transformation of organizations such as

• Blood Centers
• Plasma Centers
• Transfusion Services
• Tissue Banks
• Stem Cell Labs
• Cell and Gene Therapy (SME to Big Pharma, CMOs, Hospitals)

Key Responsibilities

• Partner closely with customers as a trusted advisor who deeply understands their unique challenges and goals.
• Create and manage existing relationships with your allocated clients. Strong relationships and best in class service are critical to the success of this role.

• Identify and build relationships with key influencers and decision-makers within the executive teams of our customers

• Manage and deliver per Service Level Agreement.
• Deliver periodic Service Reviews with allocated clients following contract requirements
• Manage service transition into production for newly acquired customers.
• Take ownership for critical and escalated incidents for allocated clients.
• Organize yearly activities and provide visibility to involved parties.
• Participate in defining and negotiating support frameworks for new customers.
• Continually review existing processes, procedures and tooling to support best in class service delivery.
• Work closely with internal tech teams to ensure smooth delivery of upgrades for clients.
• Proactively identify problem areas and ensure improvement plans are implemented and tracked.
• Participate in commercial activities that are targeted at expanding the usage of MAK services throughout your customer base
• Continually review and improve on existing KPIs/Metrics to ensure meaningful data is available to support the ongoing delivery of service.
• Communicate with external contractors and service providers where necessary.

Objectives

• Maintain high level of client satisfaction.
• Deliver per Service Level Agreement
• Generate concrete upsell, cross sell opportunities for Commercial Teams to pursue
• Improving Customer Support Services.
• Define standard client service management framework.

Previous Experiences/Qualifications

• Bachelor's degree and or equivalent professional experience across service management.
• Knowledge of ITIL framework, qualification highly desirable.
• Experience working in a managed service or regulated industry is beneficial.
• Strong stakeholder and relationship management skills.
• Ability to work unsupervised, operating at a senior management level.
• Ability to make recommendations to resolve conflicts by using judgment that is consistent with MAK-SYSTEM's culture, policies, and procedures.
• Innovation, Flexibility, and Adaptability - undertake tasks with a positive attitude and respond well to management and customer requests.
• Good time management skills and the ability to deal with ambiguity and manage multiple priorities effectively.
• Effective communication and collaboration skills suitable for liaising with colleagues and customers.
• Fluency in English (both verbal and written).