Come join us and make a difference in the world! 

Discover more at www.necsws.com 

We are looking for a motivated and experienced Service Delivery Manager to join our health team! with responsibility of NEC Software Solutions UK Ltd (NEC REGO) Referral management solution.

As a Service Delivery Manager, you will be responsible for ensuring that our team delivers an exceptional customer experience that will result in increased business engagement and customer satisfaction. 

MAIN RESPONSIBILITIES 

• Manage the service relationship with NEC REGO Customers; 

• Produce accurate monthly and quarterly service reports; 

• Attend regular customer and internal meetings; 

• Understand the contractual commitments in place with NEC REGO customers and monitor to ensure contracted SLAs are delivered; 

• Main point of contact for NEC REGO Customers and first point of escalation for any issues or complaints; 

• Manage any issues with the referral services and liaise with internal and external service stakeholders to ensure resolution; 

• Manage Service Improvement Plans for each service and contribute to central Health SIPs. 

• Liaise with development and support teams to schedule, review and approve changes to the service applications; 

• Identify potential opportunities for future business expansion within existing services and customers; 

• Work with members of staff from different teams and build strong working relationships. 

ESSENTIAL COMPETENCIES & EXPERIENCE 

• A proven record of delivering services to a high standard and meeting associated SLAs; 

• Experience and detailed knowledge of ITIL Service Management processes; 

• Experience of working directly with customers preferably in a Healthcare; 

• Experience of producing detailed and accurate reports and documentation; 

• Experience and involvement in Change Control processes; 

• Experience of contributing to bids for new business; 

• Strong communication skills; 

• Excellent IT skills including good knowledge of MS Office and Google Tools; 

• Attention to detail  

PERSON SPECIFICATION 

• Ability to stay calm under pressure; 

• Able to develop relationships with a wide variety of people; 

• Capable of communicating with technical and non-technical staff to translate customer requirements and issues; 

• Ability to manage and engage effectively with senior stakeholders / decision makers 

• Ability to manage multiple high-profile accounts simultaneously. 

• Ability to work with ambiguity and navigate/coordinate responses to complex issues where obvious solutions may not be available. 

• Willing to challenge and improve existing processes and practices; 

• Ability to contribute and participate in solution development; 

• Capability to multi-task and balance customer requirements and internal priorities; 

• Excellent oral and written communication skills; 

• Willing to travel to customer sites. 

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following: 

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)  
• 25 days paid holiday with the option to buy/sell  
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost) 
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5% 
• A selection of flexible benefits to suit your individual needs  

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required. 

All offers are subject to satisfactory vetting and reference checks.  

Who we are?

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. 

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. 

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. 

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. 

We’d love your help. And we’ll support you all the way.