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Service Delivery Manager

BE

ABOUT US  

 

Insight is a Fortune 500-ranked global provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow. 

 

 

ROLE

 

The EMEA Services Delivery function delivers professional and or managed services to Insight’s clients across a broad range of technology and software offerings by employing methodologies and ensuring the delivery of a scaled and consistent client experience via the following centres of excellence (COEs):

 

  • The Technology Solutions Group which, through technology and business practice leadership, takes responsibility for the overall service strategy and subsequent solutions/services development, and governs the enterprise standard designs, processes, tools and automation that underpin Insight’s service delivery, along with complex deal solution leadership and or vendor alliance strategy for the region;
  • The Consulting Services team which leads on influencing clients and designing solutions, in partnership with clients and internal account teams, before planning and executing end-to-end engagements;
  • The Digital Business Transformation team which designs and implements unique and innovative solutions to address and resolve clients’ business challenges and or accelerate clients’ profitability and efficiency through the adoption of applications, data, user-experiences and change management.
  • The Optimisation & Governance team which provides optimisation and compliance expertise and services to clients on-premises or in the Cloud whilst maintaining cost efficiencies and savings;
  • The Managed Services team which provides high quality and efficient customer support, automation, engineering, security and or device management services to clients across the assigned regions through multiple delivery centres;
  • The Services Delivery Management team, which is located in each country in EMEA and manages the client experience whilst maintaining the commercial ownership of client engagements to ensure a truly client-centric approach;
  • The Services Business Operations & Transformation team which drives operational excellence and business improvements within all centres of excellence across the EMEA Services Delivery function.

 

The Services organisation functions via a matrix-based operating model which facilitates relationships between teammates in-country and with clients locally, and which also enables more efficient ways of working at an EMEA level by separating the people management function from the business management function. People Managers are responsible for providing daily managerial support, employee engagement, performance management and career development opportunities. Business Managers are responsible for overseeing daily tasks, service and skills management, operating processes and working practice development. Both managers work in close partnership to successfully deliver business outcomes.

 

The Service Delivery Manager resides within the Services Delivery Management area of EMEA Services Delivery function. The Service Delivery Manager is also a Business Manager.

 

The Service Delivery Manager is responsible and accountable for managing business delivered through Insight’s Services COE resources, in conjunction with partners, for a specific subset of small to medium value clients with service deliverables, and also ensures the clients’ expectations and anticipated outcomes are met and any quality standards are adhered to.

 

 

KEY DUTIES AND RESPONSIBILITIES

 

  • Support the EMEA Services Delivery function to assemble project teams, schedule and project manage the delivery of key engagements and represent Insight to clients.
  • Support with the delivery of the Regional Services Delivery Management Strategy.
  • Maintain revenue and gross profit across the client base.
  • Act as the ‘trusted advisor’ on the business benefits of services to clients through the appropriate Services COEs, partners and or vendors.
  • Support with the translation of the corporate strategy into agreed plans for the assigned region.
  • Contribute to ‘thought leadership’ in the assigned region, as well as the provision of guidance for Services teammates locally, to ensure customer intimacy is maintained.
  • Support with the management of Insight’s leading Partner Ecosystem.
  • Remain knowledgeable of industry trends and or regulations which may impact the organisation or assigned region.
  • Be accountable for the delivery of the post-sale forecast of services within assigned client base.
  • Collaborate with stakeholders on priorities for the Gap Plan, also maintain the local SMART Plan for Alliance partner services.
  • Participate in large and or complex deal reviews via established bid cycle governance.
  • Maximise services delivered through ‘Insight First’ followed by those leveraged through global partnership agreements and or any subsequent local partnerships.
  • Engage with SMEs from Consulting Services to ensure the cross-collaboration/cross-pollination of services is achieved successfully.
  • Demonstrate a nuanced understanding of the clients’ business and business drivers to establish and maintain constructive relationships between the service provider and the client.
  • Ensure regular service performance reviews are scheduled, carried out and documented and any agreed actions are progressed.
  • Be accountable for tracking Insight’s client delivery obligations and work closely with teammates across the Services COEs to deliver those obligations.

 

This list is not exhaustive, and teammates will be required to undertake additional responsibilities reasonably requested by their manager.

 

 

ESSENTIAL QUALIFICATIONS, SKILLS, KNOWLEDGE AND EXPERIENCE

 

  • Previous experience of working within a managed services environment
  • Elevated level of written and spoken English
  • Fully conversant with Microsoft Office 365 (such as Teams, Outlook, Excel, and Word)
  • Experience of utilising customer/client insight data to improve service delivery
  • Holds relevant professional Project Management qualification, accreditation and or certification (such as PRINCE2, PMI)
  • Holds relevant professional IT qualification, accreditation and or certification (such as ITIL practitioner)
  • Previous experience of working within a MATRIX style management and or project management structure
  • Client facing experience; ability to win client confidence and deliver client demonstrations with professional authority and ease
  • Previous experience of managed services and a track record of driving client satisfaction both directly and or indirectly
  • Experience of collaborative working both internally and externally, and of quickly establishing trust and credibility
  • Experience of working within a globally diverse environment, showing an understanding of and keen interest in equality, diversity and inclusion
  • Ability to respond quickly and calmly to matters and transmits confidence and professionalism to clients, teammates and other stakeholders
  • Demonstrates organisational and motivational skills with and ability to execute tasks effectively with clear messaging

 

 

 

ADDITIONAL INFORMATION

 

This is a fulltime position and we are currently reviewing applications, the interviews will be on-going. If you feel that your experience, skills and ambitions are a match, send us your CV or click on 'Apply' now.

 

If you have any questions about the recruitment process or want to know more about the role, please contact feruz.burhan@insight.com.

 

 

APPLICATION DETAILS

 

Insight is an equal opportunity employer and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.

 

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful.

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