Service Delivery Manager

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

We are seeking a skilled individual with experience and expertise in service delivery and a broad appreciation of the technology our customers utilise to join our team in London. In this role, the Service Delivery Manager will work to manage the customers overall operational expectation and requirements. This will entail working with cross-functional groups from development to operations and consulting services to sales to ensure work is prioritised and managed, and to ensure and lead full communication with the customer. The Service Delivery Manager will not only help train and mentor within the company, but will also assist in accomplishing organisational goals. This individual is expected to be a have a firm grasp on customer satisfaction, project management concepts, service-level management and escalation processes and procedures.

Job Description

Core Responsibilities

• Establish and lead customers overall service delivery and requirements, setting and managing customer expectations

• Work with operational teams to ensure timely resolution to trouble tickets and manage day-to-day client interaction

• Following incidents, manage the communication and coordination with the Development and Operation teams as necessary to come to a quick resolution, and follow up with RCA investigations

• Identify and work with internal teams and customer on proactive service improvement initiatives

• Interface with Operations Management to improve network health and performance, application support and internal development projects.

• Help to develop and drive a customer centric culture that puts the customer at the heart of the business, through acting as a customer advocate

• Build a knowledge base of each client’s business, organization and objectives

• Promote and develop best-practice within the organization and in regard to the Service Delivery function

• Continually seek opportunities to increase customer satisfaction and deepen client relationship

• Identify, manage and work with customer and internal teams on all operational risks, issues and resolutions

• Continuously review operational processes and updated as necessary to ensure continuing maturity of service delivery

• Act as key communication contact and internal/external point of escalation for operational issues

• Implement customer facing weekly, monthly and quarterly operational reviews

• Review and manage SLA and RCA reporting, setting KPI’s where required, allowing for trend analysis

• Working with cross-functional groups from Development to Operations, Professional Services to Sales

• Manage and streamline cross-team processes

• On-boarding of new customers and ensuring smooth handovers from Professional Services to Operations, Support and customers

Requirements:

• Ideally educated to university degree level or having appropriate industry experience

• Background in Digital/New media

• Experience with change control and ITIL service management processes

• Experience with high availability systems, Software as a Service, Cloud technology and related SLAs

• Understanding of Web Services technologies, including SOAP, REST and related standards would be an advantage

• Consulting industry experience and project management exposure would be an advantage

• Strong oral and written communication skills required

• Must be able to communicate well with senior staff and client stakeholders

• Strong organizational and time management skills

• Keen attention to detail

• Relevant industry recognised certification an advantage (e.g. ITIL, Six Sigma)

• The role will be based in our London office, but some travel may be involved

Comcast Technology Solutions' purpose is to be the most valued partner to those leading the future of media and technology. Leveraging the most complete portfolio of capabilities, unmatched expertise and Comcast's unrivalled infrastructure, we help customers thrive in a rapidly evolving multi-platform world by powering extraordinary experiences to every screen. If you share a passion for contributing your talents to empowered teams, possess an entrepreneurial spirit and are driven by imagination and possibilities, we want to develop and grow your career at Comcast Technology Solutions.

The new world of video delivery, at great scale, over the internet, brings with it a host of opportunities and challenges. As more major global broadcasters, operators and sports rights holders move to new business models, your role at Comcast Technology Solutions will aim to take the complexity out of their online video strategy and help companies realise maximum return on their content rights investments

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team - make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Support a culture of inclusion in how you work and lead.

• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years