Service Delivery Manager

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Job description

Are you looking to develop your career further with a move into SAP support orientated Service Delivery? If the answer is Yes, we want to hear from you as Birchman is growing its SAP Support Service Delivery team.An SAP Platinum Partner and winner of the SAP Pinnacle Award for S/4HANA, Birchman is a leading SAP Value Added Reseller in the UK with a focus on Business Change and Transformation, Implementation (including the SAP Qualified Partner-Packaged Solution for S/4HANA Move), Digital Innovation and Continuous Business Improvement.Birchman focuses on providing pragmatic and flexible SAP services that deliver value for money and drive continuous business improvement for our customers.The Service Desk is a primary point of contact for our clients - and its objective is to deliver an SAP ticket resolution service which meets the customers' needs, plus delivers excellent client satisfaction.We are looking for someone with strong client orientation and focus, - an individual who displays a positive 'can do' attitude, who is able to engage easily with Birchman colleagues and external customers. Excellent competence in English, (both oral and in writing), is essential. Previous experience of working in a service management, service delivery or customer-oriented environment is essential. Previous experience of SAP would be useful but not essential. Flexibility is also desirable as occasional travel to client sites may also be required.Required Skills:To work as part of a small team and take responsibility for the administration and allocation of Support calls received by Birchman's Service Desk.Responsibility for managing key client relationships, acting as a Service Delivery Manager focal point.To ensure that all calls received are logged on Birchman's ticketing system, in a consistent manner; plus ensure that calls are assigned in line with agreed timescales and Service Level agreements.To ensure that Birchman process and standards are followed and maintained or are escalated appropriately when required.To collaborate with Birchman colleagues as necessary to seek the best solutions for our clients.To ensure that sound professional relationships are maintained with all existing and previous clients and stakeholders - ensuring appropriate, professional responses to customer requests by phone or email.To ensure that service and support levels are optimised which ensure that Service Level Agreements and contractual obligations are continually met.Flexibility, Adaptability and Teamworking - to assist with reporting, billing and other ad hoc duties.The Service Desk operates from 8am to 6pm and some Bank Holiday working will be required.This role is open to those applicants requiring part time or job share working arrangements.This role will be based at the Birchman office near Reading.If you are ready to join a highly professional, friendly and growing team, we would love to hear from you. You must include a covering letter outlining your suitability for the role and why you want to work with us at Birchman - applications will not be considered without one.No agencies please.£25k - £30k plus bonus and benefits