Service Delivery Manager - Customer Service Centre

Tender description

Summary of the work We require an experienced Service Delivery Manager capable of creating the service management processes and practices for the new Customer Service Centre. All Service Management disciplines including SLA/OLA will need to be documented and embedded. As well as defining the requirements for the Case Management tool. Specialist role Service manager Expected Contract Length 7 months Latest start date 31/10/2016 Maximum Day Rate £700 per day Who Speclialist Work With The Service Delivery Manager will be required to work within a team of specialists in order to deliver the project and consists of : Project Manager Business Analyst Business change and training lead Technical consultant – case tool The Service Delivery Manager will also be required to work with: Head of Customer Strategy Customer Strategy team CIO Corporate PMO Head of Architecture Head of IT Security Head of Business Solutions Head of BI/BI specialist Head Service Operations Internal IT teams External Suppliers What Specialists Work On The Service Delivery Manager responsibilities include: - Take the Non-functional and Functional requirements from the project team and create a service design for the Case Management tool - Work with business owners and stakeholders to agree appropriate service management process and procedures required to operate the Customer Service Centre - Create process documentation and training materials required to operate the Customer Contact Centre - Assist with the configuration of the Case Management tool according to requirements - Create, document and embed SLA,OLA within all appropriate Business and Client areas - Creation of all reporting requirements and embed into BAU operation Skills & Experience • years work experience as a Service Delivery Manager • Experience in managing a Customer Servicet Centre or Service Centre • Experience in Automated Call Management telephony systems and configuration for skills based call routing • Experience in implementing and configuring Case Management/CRM and or Service Management Systems • Experience in creating a service delivery function including process, procedures, detailed workflows • Experience of SLA, OLA creation Nice to Haves • Experience in Management Information report building • Experience in defining and agreeing under pinning KPI and Service Level Metrics • Hands-on experience with business requirements gathering/analysis • Excellent verbal and written communication skills to be able to present to a target audience • Must be detail orientated/articulate with strong time management and organizational skills • Formal ITIL accreditation Work Location London Working Arrangments The specialist is expected to be self-managed and proficient in asking the right questions to elicit requirements and information. The specialist will be proactive and will schedule required workshops with relevant stakeholders and will organise the sessions to maximize the value from the stakeholders involvement. It is anticipated that for the duration of the assignment, the specialist will be based onsite at NHSPS premises. Any incurred expenses will need to be factored into the day rate. Own laptop and required software is to be provided by the specialist. Access to guest wi-fi networks will be provided by NHSPS. No. of Specialists to Evaluate 3 Cultural Fit Criteria • Able to work on their own and under supervision as required • Able to effectively communicate with C-Level and Heads of department customers • Works in a collaborative & open manner to develop the organisations internal teams Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Your requirement states: " years work experience as a Service Delivery Manager" Did you have a set number of years experience you were looking for ? 5 years work experience as a Service Delivery Manager