Service Delivery Manager

**Who We Are**:
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

**Service Delivery Manager required to join our Service Operations team in Portugal**:
**A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.**

**The opportunity**:
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).

**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 ind