Service Delivery Manager

You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA’s, incident & problem management etc).

A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.

**Please note that this job is a full-time position located in Lisbon or Porto, but the selection process will be conducted in English.**

**_Please send over your CV in English_**

**What you’ll be doing**:

- Co-ordinate & facilitate the contracted eCommerce service to one or more customers
- Ensure that escalations and communications are managed in line with documented contract standards
- Develop and maintain good customer relationships with the support of the Account Manager.
- To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customers satisfaction remain high
- Ensure all agreed SLAs are met for incidents & service requests
- Develop and maintain a productive and close working relationship with relevant Account Executives
- Build appropriate working relationships with any third party’s involved in the delivery of in scope production services to the customer
- Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities
- Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities
- Conduct regular service reviews on a monthly/quarterly basis
- Liaise with customers to agree problem priorities and delivery
- Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process
- Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes
- Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP)
- Ensure Support Activities managed within contracted Support Budget
- Work with support and development teams to ensure problem fixes are planned into releases and delivered

Governance:

- Accountability for successful adoption and implementation for all WTC Service Governance processes within their client base and contribute to the ongoing improvements to our processes.
- Provides support and management of technical Change and Transition control within on behalf of the customer’s service.
- Is responsible for and contributes to the Service Governance Framework that ensures the timely, stakeholder lead, and accurate production of weekly and monthly service reports measuring customers Service Performance targets.

Supporting activities:

- Undertakes Service Transition & operational readiness activity within WTC for new products and services in aligned clients and may be requested to support new client engagements.
- Build and manage appropriate working relationships with WTC partners involved in the delivery of services to the client using the appropriate Supplier Relationship Management methods.
- Contribute and support to the Senior Service Delivery Manager to ensure Support Activities and Resourcing are managed within contracted Support Budget and contribute to the account P&L
- Participate in the oncall escalation rota as required
- Contributes to the maintenance of the Service Catalogue and responsible for ensuring this is accurate.

Leadership & Influencing:

- Provides leadership, guidance and mentoring to Service Delivery operations professionals where needed covering all elements of Service promoting operational excellence and control via the adoption of industry lead Service Management principles and practices.
- Builds and maintains critical relationships with internal and external stakeholders
- Provide support to the Account Managers and Delivery Teams where needed to influence tactical decision making and contribute to strategic value streams relating to account growth.
- Contribute to cross functional continuous improvement of products, services, and dependencies where beneficial to our clients within WTC.

Management information:

- Create and ensure the distribution of monthly client management information packs highlighting, Service performance (KPI’s, SLA’s, Business Outcomes), Escalations, Business demand, Risks, Continual Improvements, and Client Satisfaction using a blend of qual