Service Delivery Manager

Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

Natilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.

• Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings 

• Ensure all contracted deliverables are scheduled within the service level agreements (SLAs) 

• Provide reporting for clients, including service reviews that would highlight any breaches in SLAs  

• Proactively initiate improvement plans as part of continual service improvement 

• Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution 

• Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.  

• Work with Natilik partners to make sure their services meet expected levels of excellence 

• Maintain all service documents efficiently including service operation manuals, support articles and escalation paths. 

• Spend time on site with clients as required to build strong relationships 

• Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements 

• Identify opportunities for additional service opportunities 

• Ensure that client asset inventories are maintained and regularly reviewed with clients 

• By providing outstanding service to our clients 

• Generating positive client feedback through NOC, CSAT and NPS 

• Through outstanding service, enable Natilik to retain clients 

• Helping Natilik keep and improve its outstanding NPS 

• Acting as a conduit between the client and Natilik and ensuring the overall relationship is positive 

• Driving timely renewals