Who We Are

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

For more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.

Service Delivery Manager needed with proven experience in service delivery for a high-profile customer’s web site.

The opportunity

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 be doing

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 we want from you

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