Job Description
The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes and controls are in place, and working, for their client(s) to ensure quality is maintained to meet service, and business goals. You will report to Service Delivery Director.
What you'll do:
- Establish strong relationship with both the client and internal stakeholders, providing a point of contact and escalation for client services.
- Be accountable for Client Service Reviews, ensuring service actions are completed promptly and that the Client(s) are kept informed of their status and updates.
- Ensure client roadmap and requirements are understood and effectively communicated; Issue change communications following clients' contractual obligations and Experian guidelines.
- Work with project delivery / service acceptance concerning new products and services being deployed to the client so as to assist with successful transition/transformation.
- Understand the cost to serve and help to increase productivity through service improvements.
- Ensure that the associated commercial processes for contract management, including business change, are in place and adopted for the clients' account.
- Lead internal delivery stakeholders as 'one team' ensuring a seamless delivery of services to the client(s) from across the business units.
- Ensure all escalations are valid / justified and that the correct channels have been followed before the required escalation.
- Monitor client feedback, complaints and service risks, implementing appropriate improvement and mitigation plans.
- Maintain effective governance and regulatory controls, escalating material issues promptly.
- Provide senior escalation and on-call support where required per the on-call rota, while coaching and supporting colleagues across the Service Delivery Management team.
Qualifications
What we expect you to bring:
- 6+ years of experience in a similar, client-facing role in a global / regional function.
- ITIL certification and good knowledge of ITSM processes operated within Service Delivery Management and Service Acceptance.
- Strong client focus and fluency in English.
- Ability to handle conflict, undertake negotiations, manage resolution, and lead others.
- Understanding of service strategy and ability to apply this to the needs of Clients.
- Understanding of escalation model, including when and how to escalate appropriately, and ability to evidence efforts to resolve before escalation paths are exercised.
- Ability to communicate at all levels (peers to Exec, internally and externally).
Qualifications:
- ITIL
- Service Delivery Management
- Customer Excellence
- Relationship Management
- Service Excellence
Additional Information
Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
What you will get:
- Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.
- Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
- Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
- Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
- Opportunity for Flexible working hours and Home Office.
Experian Careers - Creating a better tomorrow together
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Experian Careers - Creating a better tomorrow together
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Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.