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- Tasks: Lead the helpdesk team and maintain strong customer relationships.
- Company: Uptime helps MSPs scale quickly with top-notch technical services globally.
- Benefits: Enjoy a hybrid work model with opportunities for growth and mentorship.
- Why this job: Join a fast-paced environment where your leadership can make a real impact.
- Qualifications: Experience in MSP environments and strong people management skills are essential.
- Other info: Regular office presence in Crawley is required, but flexibility is offered.
The predicted salary is between 42000 - 84000 £ per year.
Company Overview:
Uptime provides a range of products and services to assist MSPs to scale quickly, without risk and still deliver top quality services. Our company offers a range of technical services including helpdesk, staff augmentation, NOC and project delivery services. We have teams based across the globe.
Everything we do for our partners is white labelled, we act as the partners’ brand whenever we answer the phone or respond to email, even when we attend customer site!
What’s this role about?
As a Service Delivery Manager you will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. We are a fast-paced Master MSP and you will be in regular communications with partners who we deliver MSP services to.
You will lead the helpdesk team and be their ‘go to’ person when they have need guidance. You will also play a pivotal role in liaising with partners to manage their expectations and alongside that you will ensure that our team is hitting their KPIs.
The role will require strong team leadership skills as well as excellent communication. You will be working closely with peers based overseas.
Overall responsibility for Service Delivery Manager:
- Ensuring that all customer communication is done in a customer centric manner
- Coach the team to be able to deliver the number of contracts that meet revenue goals
- Provide mentoring to the technical team to ensure they are working efficiently and with accuracy
- Ensure our processes and SOPs are followed by the team and work to improve processes as required
- Demonstrate the company core values
- Deliver on team SLA compliance and customer satisfaction KPIs
Requirements:
- Proficiency in leading both physical and virtual teams
- Expertise in people management and team leadership
- Aptitude in technical problem solving
- Ability to identify when a ticket needs to be moved to another engineer for best execution
- Understanding of ITIL principles
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Previous experience in an MSP environment – We will consider a senior tech who has perhaps had some exposure and is keen to progress down the SDM route.
The role is hybrid but there will be a requirement to be in our Crawley (Sussex) office on a regular basis. We ideally would like an individual to be within easy striking distance of Crawley in case of having to be in at short notice.
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Service Delivery Manager - MSP Environment employer: Uptime Solutions
Contact Detail:
Uptime Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager - MSP Environment
✨Tip Number 1
Familiarize yourself with ITIL principles, as they are crucial for the Service Delivery Manager role. Understanding these frameworks will help you demonstrate your capability to manage service delivery effectively.
✨Tip Number 2
Highlight your experience in leading both physical and virtual teams. Be prepared to discuss specific examples of how you've successfully managed team dynamics and communication in a hybrid work environment.
✨Tip Number 3
Showcase your problem-solving skills by preparing to discuss past technical challenges you've faced and how you resolved them. This will illustrate your aptitude for technical problem-solving, which is essential for this position.
✨Tip Number 4
Since the role requires strong customer relationship management, think of ways you've built and maintained relationships with clients in previous roles. Be ready to share these experiences to demonstrate your customer-centric approach.
We think you need these skills to ace Service Delivery Manager - MSP Environment
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Delivery Manager position. Highlight key responsibilities and requirements, such as team leadership and customer communication, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in an MSP environment and any relevant skills in people management and technical problem solving. Use specific examples to demonstrate your expertise.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've successfully managed customer relationships or led teams in the past. This will help illustrate your ability to maintain strong partnerships.
Tailor Your Application: Customize your cover letter to reflect Uptime's core values and mission. Mention how your personal values align with theirs and express your enthusiasm for contributing to their success in delivering top-quality services.
How to prepare for a job interview at Uptime Solutions
✨Showcase Your Leadership Skills
As a Service Delivery Manager, you'll need to demonstrate strong team leadership skills. Be prepared to share examples of how you've successfully led teams in the past, especially in a fast-paced environment like an MSP.
✨Emphasize Customer-Centric Communication
Since maintaining strong customer relationships is key, highlight your experience in customer communication. Discuss how you ensure that all interactions are customer-centric and how you handle difficult situations with partners.
✨Demonstrate Technical Problem-Solving Aptitude
Be ready to discuss your technical problem-solving skills. Provide specific examples of challenges you've faced in an MSP environment and how you resolved them, particularly when it comes to ticket management and escalation.
✨Familiarize Yourself with ITIL Principles
Understanding ITIL principles is crucial for this role. Brush up on these concepts and be prepared to explain how you've applied them in previous positions to improve service delivery and efficiency.
