Senior Service Delivery Manager

• Schedule: Full Time

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

Job Description

Role Summary

The Senior Service Delivery Manager will work with Service Delivery Management to ensure IT Service Management (ITSM) processes are in place, and working, for their client(s) to ensure quality is maintained to meet service, and business objectives.

You will advocate for best-in-class service management, with a desire to deliver improvements and efficiencies. You will promote both proactive and reactive engagement with internal and external stakeholders - the primary focus providing end-to-end service management across the Experian portfolio

Main Responsibilities

• Establish affiliation and maintain a 'trusted advisor' relationship with both the client and internal stakeholders, being a contact for issues and escalations for clients. You will be the 'Voice of the Customer by advising and influencing internal stakeholders, at all levels, as regards the delivery, availability and functionality of services and systems
• Be accountable for Client Service Reviews, ensuring service actions are completed promptly , keeping clients informed of their status and updates.
• Maintain a detailed understanding of Experian products and services, and knowledge of how your client has deployed these into their estate. Obtain a detailed understanding of the customer journey for clients and the downstream impact of any service issues.
• Work with project delivery / service acceptance for new products and services being deployed to the client so as to assist with successful transition/transformation, ensuring client roadmaps and requirements are understood and communicated.
• Understand the cost to serve and help to improve productivity through service improvements. Additionally, provide appropriate advice, information, and context regarding SLA failure and associated Service Credits, as applicable.

Qualifications

• Knowledge of ITIL processes operated within Service Delivery Management and Service Acceptance.
• Understand how Service Management works and communicate with and support these areas.
• Excellent customer, service experience and ensuring customers satisfaction, setting the benchmark for these for your peers and junior team members.
• Self-plan and deliver, at both strategic and tactical levels, on time for clients and internal stakeholders.
• Lead others, through a matrix management approach, to resolve complex problems.

Additional Information

Benefits package includes:

• Great compensation package and discretionary bonus plan
• Core benefits include pension, bupa healthcare, sharesave scheme and more
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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Experian Careers - Creating a better tomorrow together

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