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- Tasks: Provide expert technical support and manage critical issues for major clients.
- Company: Penta Consulting is a leading technology service provider across EMEA.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth.
- Why this job: Join a team that values problem-solving and client relationships in a fast-paced setting.
- Qualifications: 5+ years in incident management, familiarity with ITIL v4, and strong data analysis skills required.
- Other info: Experience with Lean Six Sigma methodologies is a plus.
The predicted salary is between 48000 - 72000 £ per year.
Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.
Are you driven by solving complex challenges and supporting high-value customers? Do you excel in fast-paced environments and know how to turn problems into solutions? Join our client, where you’ll be the frontline of expert support for major clients.
What You’ll Do:
- Provide proactive and reactive Technical Support to key accounts and, where applicable, through the Assistance Centre. Own the resolution process for critical issues, ensuring follow-up and closure for our most strategic customers.
- Monitor service request queues using standard tools, ensuring cases are addressed and progressed efficiently.
- Act as a key liaison between internal teams and customers, coordinating efforts to drive resolution.
- Maintain strong client relationships through effective communication channels including phone, email, video calls, and collaboration tools.
- Support root cause and operational analysis alongside Engineers.
- Generate regular reports, track SLAs, and analyze performance trends to drive continuous improvement.
- Participate in and support customer service reviews to strengthen partnership and trust.
Who You Are:
- Experienced in incident management (5+ years), especially in enterprise environments.
- Familiar with ITIL v4 frameworks (certification is a plus).
- Background in networking and technical environments is highly desirable.
- Experienced in vendor and third-party management.
- Strong in data analysis—confident using Excel to extract, interpret, and present insights.
- Comfortable presenting to and communicating with stakeholders at all levels.
- Skilled in managing conflict and turning difficult situations into positive outcomes.
- Exposure to Lean Six Sigma methodologies is a bonus.
- Calm, clear, and professional—especially when the pressure is on.
Senior Service Delivery Manager employer: Penta Consulting
Contact Detail:
Penta Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the ITIL v4 frameworks, as this is a key requirement for the role. Consider joining online forums or groups where you can discuss best practices and gain insights from others in the field.
✨Tip Number 2
Brush up on your data analysis skills, particularly in Excel. Practice extracting and interpreting data to present insights effectively, as this will be crucial in demonstrating your ability to track SLAs and analyse performance trends.
✨Tip Number 3
Prepare to showcase your experience in incident management by thinking of specific examples where you've successfully resolved complex issues. Be ready to discuss how you maintained strong client relationships during these situations.
✨Tip Number 4
Develop your communication skills, especially in presenting to stakeholders. Practise articulating technical concepts clearly and confidently, as this will help you stand out when liaising between internal teams and customers.
We think you need these skills to ace Senior Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management and technical support. Emphasise your familiarity with ITIL v4 frameworks and any certifications you hold, as well as your background in networking.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your problem-solving skills and ability to manage conflict. Use specific examples from your past experiences that showcase how you've turned challenges into solutions for high-value customers.
Highlight Data Analysis Skills: Since the role requires strong data analysis skills, mention your proficiency in Excel and provide examples of how you've used data to drive performance improvements or track SLAs in previous roles.
Showcase Communication Skills: Given the importance of effective communication in this role, include examples of how you've successfully liaised with stakeholders at various levels. Highlight your experience with different communication channels like phone, email, and video calls.
How to prepare for a job interview at Penta Consulting
✨Showcase Your Incident Management Experience
Make sure to highlight your 5+ years of experience in incident management during the interview. Be prepared to discuss specific examples where you successfully resolved complex issues, especially in enterprise environments.
✨Demonstrate Your ITIL Knowledge
If you have an ITIL v4 certification, mention it! Even if you don't, be ready to talk about how you've applied ITIL principles in your previous roles. This shows your understanding of best practices in service delivery.
✨Prepare for Data Analysis Questions
Since strong data analysis skills are crucial for this role, brush up on your Excel skills. Be ready to discuss how you've used data to track SLAs and improve performance trends in past positions.
✨Practice Conflict Resolution Scenarios
Given the importance of managing conflict, think of a few challenging situations you've faced and how you turned them into positive outcomes. Practising these scenarios will help you articulate your approach clearly during the interview.
