Service Delivery Manager

ROLE

The EMEA Services Delivery function provides professional and/or managed services to Insight’s managed services clients covering a broad range of technology and software offerings ensuring the delivery of a scaled and consistent client experience using below centres of excellence (COEs):

• 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 organisation functions via a matrix-based operating model facilitating relationships between teammates in-country and with clients locally.

The Service Delivery Manager resides within the Services Delivery Management area of EMEA Services Delivery function and 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 number of assigned clients with well defined service deliverables, and also ensures the clients’ expectations and anticipated outcomes are met and any quality standards are adhered to.

ESSENTIAL QUALIFICATIONS, SKILLS, KNOWLEDGE AND EXPERIENCE

• Previous experience of working within a managed services environment as SDM or PM
• Elevated level of written and spoken English & Dutch, German is a plus
• Fully conversant with Microsoft Office 365 (such as Teams, Outlook, Excel, and Word)
• Experience of utilising 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 organisation
• 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

KEY DUTIES AND RESPONSIBILITIES

• Support the EMEA Services Delivery function managing virtual teams, schedule and project manage the delivery of key engagements and represent Insight to clients.
• Maintain revenue and gross profit across the assigned client base.
• Act as the ‘trusted advisor’ on the business benefits of services to clients through the appropriate Services COEs, partners and or vendors.
• 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.
• 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.
• 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.

ABOUT INSIGHT

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.

We strive to display our three core values of Hunger, Heart and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.

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.

A full job description will be provided upon application.