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- Tasks: Lead customer-facing service delivery, ensuring top-notch support and client satisfaction.
- Company: Join Infinity Group, a leading Microsoft Cloud Solution Partner in the UK with a vibrant team.
- Benefits: Enjoy unlimited paid holiday, private healthcare, company shares, and flexible working options.
- Why this job: Be part of an innovative culture that values creativity, collaboration, and continuous learning.
- Qualifications: Strong communication skills, service management knowledge, and leadership qualities are essential.
- Other info: Participate in fun company events and enjoy a newly renovated office with great amenities.
The predicted salary is between 43000 - 52000 £ per year.
This job is brought to you by Jobs/Redefined, the UK’s leading over-50s age inclusive jobs board.
Service Delivery Manager – Remote with unlimited paid holiday!
Infinity Group are an innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 170 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
The role of a service delivery manager is entirely customer-facing. Duties involve overseeing a range of functions to facilitate the delivery of best-in-class services to the end-users.
One of the key responsibilities of the service delivery manager is to ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
A full-time role, the service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
As the Service Delivery Manager, you will be monitored and measured on KPIs related to customer satisfaction and customer retention.
What skills and working characteristics should this person have?
- Service Management: Have a deep understanding of service management principles, ITIL framework, and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
- Client Relationship Management: Strong interpersonal and communication skills to build and maintain relationships with clients. Understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
- Leadership: Possess leadership qualities to guide and motivate team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
- Problem-Solving: Be adept at analyzing complex situations, identifying problems, and proposing effective solutions. Have the ability to think critically and make decisions quickly to address service-related challenges.
- Financial Management: Have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
- Continuous Improvement: Have a mindset of continuous improvement. Proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
- Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.
As a Service Delivery Manager, you’ll be responsible for:
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
- Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
- Recommending methods of improvement and ensuring that actions are implemented on time for service delivery upgrades.
- Providing accurate and regular reports to management on the performance of service delivery.
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Like the rest of the Infinity team, you’ll benefit from:
- The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
- Work in a great culture, highly ambitious, collaborative, humble, and we pride ourselves in making others look cool be it our colleagues or clients.
- Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme, and Flexible Working.
- A newly renovated office with a break-out area, decent coffee, and a pool table.
- Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own ‘Illuminate’ Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but very few of us don’t want to be part of the fun, and we include your partners too.
What are the next steps?
- Apply with your current resume or link to your LinkedIn profile directly on our careers page –
- Have a quick call with Dom or Keiran (our internal recruiters) to go over the position in more detail and answer any questions you have.
- 1st stage interview, usually via Teams.
- 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.
£50,000 – £65,000 a year
#J-18808-Ljbffr
Service Delivery Manager employer: INFINITY GROUP
Contact Detail:
INFINITY GROUP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarize yourself with the ITIL framework and service management principles. This knowledge will not only help you understand the role better but also demonstrate your commitment to best practices during your conversations with us.
✨Tip Number 2
Showcase your interpersonal skills by preparing examples of how you've successfully built and maintained client relationships in the past. We value strong communication, so be ready to discuss your approach to managing client expectations.
✨Tip Number 3
Highlight your leadership experience by discussing specific instances where you've motivated a team or led a project. We’re looking for someone who can inspire collaboration and drive performance, so make sure to share relevant stories.
✨Tip Number 4
Prepare to discuss your problem-solving skills by thinking of complex situations you've navigated in previous roles. We want to see how you analyze issues and implement effective solutions, so come ready with examples.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your Resume: Make sure your resume highlights relevant experience in service management, client relationship management, and leadership. Use keywords from the job description to align your skills with what Infinity Group is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of service delivery principles and your passion for customer satisfaction. Mention specific examples of how you've successfully managed client relationships and improved service delivery in previous roles.
Highlight Continuous Improvement Mindset: In your application, emphasize your commitment to continuous improvement. Share instances where you identified areas for enhancement in service delivery processes and implemented effective solutions.
Prepare for Interviews: Anticipate questions related to service management, problem-solving, and financial management. Be ready to discuss your approach to maintaining high performance levels and how you would handle critical incidents in a customer-facing role.
How to prepare for a job interview at INFINITY GROUP
✨Understand Service Management Principles
Make sure you have a solid grasp of service management principles and the ITIL framework. Be prepared to discuss how you've applied these in previous roles, especially in incident and problem management.
✨Showcase Your Client Relationship Skills
Highlight your interpersonal and communication skills during the interview. Share examples of how you've built and maintained strong relationships with clients, ensuring their needs are met and expectations managed.
✨Demonstrate Leadership Qualities
Be ready to talk about your leadership experience. Discuss how you've motivated teams, delegated tasks effectively, and fostered collaboration to achieve service delivery goals.
✨Emphasize Continuous Improvement Mindset
Prepare to discuss how you've identified areas for improvement in past roles. Share specific examples of process enhancements you've implemented that led to increased efficiency in service delivery.
