Service Delivery Manager (Holywood, Office-Based) TLNT1_NI

My client is an indigenous Software house, increasingly known as the supplier of choice for public sector bodies across the UK and Ireland. Due to continued success (including major contracts won) they are hiring for a BRAND NEW role within the business.

Role Overview: Having consistently expanded their customer base, my client needs to ensure that SLAs are met across the board. The Service Delivery Manager will work on the company’s managed service contracts, owning the customer relationship once a service has gone live and moved into business-as-usual (BAU). The Service Delivery Manager sits between the company’s support/service desk team and each customer's lead contact, making sure delivery stays on track, problems get resolved, and customers always know where they stand. You will own SLA performance, monthly service reporting, service reviews, and the change and problem management process.

Your Day-to-Day: The Service Delivery Manager will partner closely with the Support Manager (and Support Team) ensuring they’re performing optimally. You will have the autonomy to fill your own diary with customer meetings. You will travel to meet customers onsite (mostly NI) to build rapport quickly and introduce your support team to them. You will be confident, personable and with a great attitude; ensuring you’re the customers go-to person.

Responsibilities:

• KPIs and Evidence (Reported Monthly): You'll be responsible for producing and standing behind the following each month:
• SLA compliance % of tickets meeting response and resolution targets, by priority.
• First response time Average and % within target, by priority.
• Resolution time Average and % within target, by priority.
• Customer satisfaction Post-ticket CSAT / survey scores, with trend.
• Service reviews Reviews held vs. scheduled; actions closed vs. open.
• Change requests Volume, lead time, and approval-to-implementation cycle time.
• Problem records Open/closed problems, recurring incident themes, and root-cause status.
• Report delivery Monthly service report issued on time, every time.

Essential Skills and Experience:

• Experience in a service delivery, account management, or customer success role within an IT, managed services, or technical environment.
• A confident, personable manner genuinely warm with customers, and able to build trust and rapport quickly.
• Comfortable owning difficult conversations: managing an SLA breach, an unhappy customer, or an overdue action without letting the relationship suffer.
• Good working knowledge of SLA, change management, and problem management processes (ITIL exposure is a plus, not a requirement).
• Strong reporting skills able to turn raw support data into something a customer stakeholder finds clear and credible.
• Organised and self-directed, comfortable managing multiple customer accounts in parallel.
• Existing right to work in Northern Ireland. We are unable to offer visa sponsorship for this role.

Desirable:

• Familiarity with a service desk or ITSM tool (e.g. Jira Service Management, Freshservice, ServiceNow).

The Service Delivery Manager will join a vibrant, high-achieving team in their beautiful Holywood Office. You will work across high-profile public sector and regulated client engagements. There is huge growth potential in this role with plans to grow a team under you!

If you’re interested, please apply or contact.