Case Study
John Reaveley - Service Delivery Manager
John Reaveley has a strong technical background and has worked with Jumar for the last five years in a variety of roles, including that of Service Delivery Manager for Jumar clients in the UK and Switzerland.
“When the opportunity arose to get involved in the early development of the Flexible Managed Service I was keen to be included” says John. “Elements of the service have always been there in the way Jumar works but this was an opportunity to formalise processes and develop the service to another level.”
My role as Service Delivery Manager allows Jumar to become a much more intimate part of customer projects, rather than an organisation that sits on the sidelines just supplying people.
As Service Delivery Manager, both myself and the Jumar Account Manager are involved with the early planning stages of any project. I am part of the team working on the client site and. along with my other duties, am there to manage resource levels and handle day to day issues within the team.
When external staff first start work on any new project an induction process is required to get them up to speed for their new role and to take care of administrative details such as passes or user id. The Service Delivery Manager takes responsibility for ensuring all Jumar team members complete an agreed induction before they start work so that they can hit the ground running.
The Service Delivery Manager is the day to day interface for Jumar with both the customer and the Managed Service team working for the client. This does not replace the daily client contact that the team members would normally have, but supplements it, acting as a single point of contact where they can raise questions and resolve issues.
The reporting process conducted by the Service Delivery Manager provides a snapshot of the work done by the team and confirms that the right resources are in place to meet deadlines. It also highlights any issues that may affect the successful completion of the project and where possible, proposes solutions for the client to consider.
“This role is never boring, there are a wide variety of tasks and working with different customers in different markets means every project is a fresh experience."
