Service Delivery Manager

About the role

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML's specialist health network, VML Health, is one of the world's largest and most awarded health agencies. VML's global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney. About WPP WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com . Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer's web site. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties. You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA's, incident & problem management etc). A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role. What you'll get to do Co-ordinate & facilitate the contracted eCommerce service to one or more customers Ensure that escalations and communications are managed in line with documented contract standards Develop and maintain good customer relationships with the support of the Account Manager. To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA's and that levels of customers satisfaction remain high Ensure all agreed SLAs are met for incidents & service requests Develop and maintain a productive and close working relationship with relevant Account Executives Build appropriate working relationships with any third party's involved in the delivery of in scope production services to the customer Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities Conduct regular service reviews on a monthly/quarterly basis Liaise with customers to agree problem priorities and delivery Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP) Ensure Support Activities managed within contracted Support Budget Work with support and development teams to ensure problem fixes are planned into releases and delivered What you should have Excellent communication, interpersonal, and leadership skills. Strong analytical and problem-solving skills. Ability to manage multiple projects and priorities effectively Extensive experience in a Support function Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment Extremely results driven, will always go the extra mile to deliver expected result Financially aware and able to contribute to the effective running of the account. Clear & concise communication skills - both written and oral Proven track record in building and m

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