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- Tasks: Lead 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 impactful work.
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.
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.
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.
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.
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.
Service Delivery Manager employer: LinkedIn
Contact Detail:
LinkedIn 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 of their business 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 when discussing your fit for the role.
✨Tip Number 3
Prepare to discuss specific examples from your past experiences that showcase your problem-solving skills and customer relationship management. Highlight instances where you've successfully managed service delivery or resolved major incidents, as these are key aspects of the role.
✨Tip Number 4
Stay updated on industry trends and best practices related to service delivery management. Being knowledgeable about ITIL frameworks and MSP operations will not only boost your confidence but also show your commitment to continuous improvement in service delivery.
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 management, particularly in customer-facing roles. Emphasise your familiarity with MSP operations, ticketing systems, and incident management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific experiences that demonstrate your ability to manage client relationships and resolve service incidents effectively.
Highlight Relevant Skills: In your application, clearly outline your interpersonal skills and problem-solving abilities. Provide examples of how you've successfully communicated with both technical and non-technical audiences in previous roles.
Show Enthusiasm for Growth: Express your ambition and desire to progress within the company. Mention any past experiences where you have taken initiative or led projects that resulted in improved service delivery or customer satisfaction.
How to prepare for a job interview at LinkedIn
✨Understand the Role
Make sure you have a clear understanding of what a Service Delivery Manager does. Familiarise yourself with the responsibilities outlined in the job description, especially around client relationship management and incident handling.
✨Showcase Your Experience
Prepare to discuss your previous experience in customer-facing roles, particularly in an MSP or similar technology environment. Highlight specific examples where you've successfully managed service delivery or resolved major incidents.
✨Demonstrate Problem-Solving Skills
Be ready to share examples of how you've tackled complex problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses, focusing on your analytical and creative problem-solving abilities.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's service delivery processes and their expectations for the role. This shows your genuine interest in the position and helps you assess if the company aligns with your career goals.
