At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery in a dynamic tech environment.
- Company: Join Advania, a leading tech company with a people-first approach.
- Benefits: Competitive salary, hybrid working, and a range of employee benefits.
- Other info: Opportunity for career growth and travel across the UK.
- Why this job: Be part of an exciting journey in a forward-thinking technology company.
- Qualifications: Experience in managed services and exceptional communication skills required.
The predicted salary is between 60750 - 74250 £ per year.
We are looking for a Senior Service Delivery Manager to join our team in London. As an experienced Senior Service Delivery Manager within our Client Success and Delivery team, you're trusted to manage the day-to-day relationship with one of our key clients to ensure a high level of service is consistently delivered.
Salary & Benefits
The budgeted salary for this role is between 60,000 and 80,000 a year, depending on experience.
Hybrid working
We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.
Responsibilities
- Develop and manage the Service Level Agreements in line with the current service line aspirations.
- Develop and maintain close working relationships with customer representatives both operationally and with their senior leadership team.
- Oversee day-to-day operations to ensure contractual commitments are met.
- Contribute to planning the overall client relationship strategy, concentrating on cost reduction and service improvement.
- Working closely with the internal customer teams, lead service design and improvement workshops to leverage emerging technology services and capabilities, such as AI and machine learning.
- Produce management reports for clients and internal management and lead service review meetings.
- Provide detailed analysis, feedback and actions based on trends, root cause analysis and other reports.
- Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes.
- Ensure effective, timely and accurate communications.
- Work closely with Account Manager, Technical Account Manager and Director where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered.
- Manage service risks and issues, assigning responsibilities to owners and driving through to completion.
What Success Looks Like
- Client satisfaction score: Complete the Low Survey Score process where applicable.
- Service review quality: 100% delivered with risks, actions and CSI included.
- Governance action closure: Progressing actions/risk/improvements identified to successful completion/closure.
- Risk management: All identified risks tracked and reviewed monthly.
- CSI delivery: At least 1 CSI action delivered per client.
- Executive reporting: Produce concise executive summaries for all service reviews.
- Escalation management: Ownership of all client escalations, ensuring the teams responsible for actioning are progressing.
Qualifications & Experience
This role would be ideal for an ambitious and experienced Senior Service Delivery Manager within the technology services sector who is seeking a new and exciting challenge within a forward leaning technology company.
Being the person we're looking for, you have:
- Demonstrable previous experience of working within a managed services organisation.
- Proven experience managing the delivery of customer services to contractual obligations and service levels.
- ITIL v3 or v4 certified in Service Design & Service Operations.
- Experience working with ITSM tools AutoTask and Service Now as well as proficient in Excel.
- Experience with developing service models utilising artificial intelligence and machine learning platforms.
- Exceptional communication skills – both written and verbal.
- Proven experience governing service through regular cadence meetings whilst driving customer satisfaction.
- Be a natural organizer, capable of reprioritising workload based on changes to customer requirements and service strategy.
- Highly process orientated, with experience challenging and developing new ways of working.
- Calm but positive and responsive under pressure and demonstrates initiative at all levels of the customer business.
Please note this role will require some travel across the UK in line with client need.
About Us: We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology.
Our Selection Process: We are committed to ensuring an equitable experience for all candidates. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment.
Senior Service Delivery Manager in London employer: Advania UK
At Advania, we pride ourselves on being a forward-thinking employer that values innovation and collaboration. Our hybrid working policy allows for flexibility, ensuring a healthy work-life balance while fostering a culture of continuous learning and professional growth. As a key player in the AI landscape, we offer our employees the unique opportunity to shape the future of technology in the UK, supported by competitive compensation and a commitment to diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Advania UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Advania UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Service Delivery Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Advania UK:Your cover letter is your chance to shine! Tell us why you want to work at Advania UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Advania UK!
How to prepare for a job interview at Advania UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
