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For Companies At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery.
- Company: Join a dynamic company with a strong track record in IT recruitment.
- Benefits: Enjoy hybrid working, with two days from home each week.
- Why this job: Be part of an ambitious team where growth and success are celebrated.
- Qualifications: Experience in customer-facing roles and familiarity with MSP operations required.
- Other info: Opportunity for rapid career progression and skill development.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for a Service Delivery Manager to join our well-established client. Hybrid working is in play for the successful Service Delivery Manager. Two to three days a week, the SDM will travel to Reigate (Surrey), East Sussex, and Cambridgeshire. On average, the SDM will be able to work from home for two days a week.
Extremely ambitious company, and they are very interested in having individuals join their team, who are keen to progress and succeed. The vast majority of our candidates have progressed in a short space of time!
Service Delivery Manager - Job Purpose:
The Service Delivery Manager is a significantly customer-facing role that ensures customers have a local and dedicated point of contact regarding ongoing service delivery. The Service Delivery Manager (SDM) is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations, leading the client relationship for service. Alongside the Account Manager, the SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract.
The SDM is expected to ensure that all aspects of the contractual obligations for their allocated customer(s) are understood by all areas of the business responsible for delivering all or any aspects of the service components. The SDM will ensure that should failures in meeting obligations arise, or service failures occur, the appropriate corrective action is implemented to restore service. The role requires travel to meet face to face with the customer and their subject matter experts.
Service Delivery Manager – Overall Purpose:
- Client relationship, management, and communication with customers to ensure that services delivered meet or exceed the standards required as specified within the service contract.
- Leading rapid and effective responses to major incidents including escalation, communication, resolution, closure, and post-incident analysis.
- Work with the Service Desk to identify and drive the resolution of problems throughout the business to reduce the number of incidents, providing an improved service to the customer.
- Continuously looking to enhance the service levels being delivered - involving both customer and company initiatives to improve customer satisfaction and to prevent future issues.
Service Delivery Manager – Main Responsibilities:
- Ensure we know our customers’ aims and desired direction, and provide a high-quality service that matches identified customer need.
- Undertake regular, scheduled customer visits across the Business South base to help form an ICT strategy and work with a wider team including account managers to implement accordingly.
- Owning and developing the knowledge base for the teams and supporting the customer base ensuring that the knowledge is documented and shared.
- Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identifying root cause and rollout of mitigating actions to permanently fix the underlying issue.
- Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix.
Service Delivery Manager – Knowledge & Experience:
- Experience working for an MSP or similar technology background.
- Experience working in a customer-facing role.
- Familiar with MSP operations: Ticketing systems, SLAs, client escalations.
- ITIL qualification.
- Incident Management: Handling outages, escalations, and root cause analysis.
- Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences.
- Creative, analytical problem solver with the ability to apply original and innovative thinking.
Contact Detail:
MFK Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the specific needs and challenges of the company you're applying to. Research their current service delivery processes and think about how your experience can enhance their operations. This will help you demonstrate your understanding during interviews.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare for potential scenario-based questions that may arise during interviews. Think about past experiences where you've successfully managed client relationships or resolved service delivery issues, as these examples will showcase your problem-solving skills.
✨Tip Number 4
Stay updated on industry trends and best practices related to service delivery management. Being knowledgeable about the latest tools and methodologies will not only impress your interviewers but also show your commitment to continuous improvement in the field.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and customer-facing roles. Emphasise any previous work with Managed Service Providers (MSPs) and your familiarity with ticketing systems and SLAs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific examples of how you've successfully managed client relationships and resolved service incidents in the past.
Highlight Relevant Skills: In your application, focus on key skills such as incident management, problem-solving, and communication. Provide examples of how you've used these skills to enhance service delivery and customer satisfaction.
Show Enthusiasm for Growth: Express your ambition and desire to progress within the company. Mention any relevant training or qualifications, such as ITIL, that demonstrate your commitment to professional development in the field.
How to prepare for a job interview at MFK Recruitment
✨Understand the Company Culture
Before your interview, take some time to research the company's culture and values. This will help you align your answers with what they are looking for in a Service Delivery Manager, showing that you are a good fit for their team.
✨Demonstrate Customer-Facing Experience
Since this role is significantly customer-facing, be prepared to discuss your previous experiences in managing client relationships. Share specific examples of how you've successfully handled customer issues or improved service delivery.
✨Showcase Your Problem-Solving Skills
The ability to resolve incidents and improve service levels is crucial for this position. Prepare to discuss situations where you identified problems, implemented solutions, and the positive outcomes that followed.
✨Ask Insightful Questions
At the end of the interview, ask questions that demonstrate your interest in the role and the company. Inquire about their current challenges in service delivery or how they measure customer satisfaction, which shows your proactive approach.
