About the Role The Senior Service Delivery Manager will collaborate with Service Delivery Management to establish and maintain IT Service Management (ITSM) processes and controls, ensuring quality service delivery that meets business goals. Key Responsibilities - Establish strong relationships with clients and internal stakeholders, providing a point of contact and escalation for client services. - Accountable for Client Service Reviews, ensuring timely completion of service actions and keeping clients informed of progress. - Ensure effective communication of client roadmap and requirements; issue change communications following clients' contractual obligations and Experian guidelines. - Work with project delivery/service acceptance teams concerning new products and services being deployed to clients to ensure successful transition/transformation. - Understand cost-to-serve and help increase productivity through service improvements. - Establish commercial processes for contract management, including business change, for clients' accounts. - Lead internal delivery stakeholders as 'one team' to ensure seamless delivery of services to clients from across the business units. - Provide on-call escalation support as per the on-call rota. - Ensure all escalations are valid/justified and the correct channels have been followed before required escalation. - Client Surveys - NPS/temperature check - to be reviewed and feedback logged. Propose improvement plans as a result of any feedback. - Monitor complaints/identify risks and take steps to mitigate these. Requirements - 6+ years of experience in a similar, client-facing role in a global/regional function. - Knowledge of ITIL processes operated within Service Delivery Management and Service Acceptance. - Strong client focus and excellent written and verbal skills in English. - Ability to handle conflict, undertake negotiations, manage resolution, and lead others. - Understanding of service strategy and ability to apply this to the needs of clients. - Understanding of escalation model, including when and how to escalate appropriately, and ability to evidence efforts to resolve before escalation paths are exercised. - Ability to communicate at all levels (peers to Exec, internally and externally). What We Offer - Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books. - Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time. - Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth/adoption allowance, Multisport card, Sharesave plan, Employee assistance program, birthday gift and many other benefits. - Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event. - Opportunity for Flexible working hours and Home Office. Inclusion and Diversity We are an Equal opportunity employer. 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.