Role Summary:
The Service Delivery Manager is a super important, high profile role. Fully responsible for managing, planning, and executing the delivery of all services to every customer, from start to finish. This job is absolutely key to the company's success and reputation because it directly controls how good, fast, and dependable our services are.
The number one priority for the Service Delivery Manager is to make sure all services are delivered as efficiently and reliably as possible. On top of that, they must consistently meet, and actively aim to beat, all Service Level Agreements (SLAs). This dedication goes beyond just sticking to the contract; it’s about making sure we always meet, and try hard to exceed, for our customers.
Key Responsibilities and Core Function:
Service Oversight and Customer First
Holds ultimate responsibility for the quality, consistency, and efficiency of all services delivered to customers. This includes managing the entire service lifecycle, from deployment and ongoing operation to continual improvement.
Collaboration:
Acts as the primary service contact, leading collaboration with a diverse set of stakeholders. This includes internal technical teams (e.g., engineering, operations), sales and account management,
Customer Relationship Management:
Serves as a senior point of escalation and strategic partner for customers, fostering strong relationships based on trust and demonstrated competence in service delivery.
Problem Resolution and Technical Translation:
The role demands a robust fusion of advanced technical expertise and sophisticated coordination capabilities. A core duty is the proactive ownership and resolution of service impediments, major incidents, and systemic issues. This involves the critical ability to analyse and translate complex, intricate IT challenges, performance metrics, and technical issues into clear, definitive, and understandable business resolutions and actionable plans for both technical and non-technical audiences.
Operational Excellence:
Drives continuous service improvement initiatives, focused on enhancing service delivery processes, optimising resource allocation, and implementing best practices for operational efficiency and customer satisfaction.
Essential Duties and Responsibilities
Service Delivery and Customer Relationship Management
- Manage the comprehensive, end-to-end delivery of services to our customers, ensuring SLA adherence and customer first mindset
- Cultivate and maintain robust relationships with key customers, serving as the principal point of contact for service related matters.
- Establish and sustain strong, trusted relationships with customers through a deep understanding of their challenges, strategic business objectives, and technical requirements.
- Coordinate and chair regular service review meetings and ad-hoc meetings with customers, Including monthly, quarterly and annual reviews.
- Act as a critical intermediary between customers and internal technical escalation teams.
- Identify opportunities for service enhancement and support implementing solutions
- Proactively identify and mitigate operational risks, implementing robust strategies to minimise service disruption and uphold a customer first approach.
- Data Analytics and Reporting
- Monitor, manage, and formally report on Service Level Agreements (SLAs), ensuring performance metrics are clearly and accurately communicated to customers
- Generate and maintain detailed service reports for customers
- Financial awareness and financial tracking to support customer invoicing
- Be proactive in seeking feedback on service and have an eye for growth and additional service opportunities
Problem-Solving and Process Improvement
- Proactively identify and resolve service related challenges by conducting meticulous root cause analysis and implementing sustainable solutions.
- Be the escalation point for customers and own the response with service first in mind
- Collaborate with internal teams to ensure the effective delivery of services thereby meeting or exceeding customer demands.
- Own Customer Service Improvement plans with clear actions on improvement initiatives.
- Be proactive in collaborating with the wider business to deliver superior customer experiences.
Required Qualifications and Experience
- Minimum of 2 years experience in an IT Service Management or dedicated Service Delivery Manager role, ideally within an IT or technology environment.
- Proven ability to translate complex technical challenges and service performance data into clear, definitive business impacts and actionable solutions for executive stakeholders.
- Exceptional written and verbal communication, negotiation, and presentation skills, with a focus on customer facing interactions.
- Experience operating in a hybrid work model, requiring both office presence and onsite at customer locations.
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Company events
- Life insurance
- On-site parking
Work Location: In person
