Service Delivery Manager

Location: Milton Keynes

Reporting to: Head of Operations

Job Purpose: Manage the client lifecycle experience, achieve operational metrics and create successful internal and external partnerships. To identify service delivery improvement initiatives which increase efficiency and enhance the client experience.

Duties and Responsibilities:

• Customer Experience: Using data and insight, the SDM will ensure that the overall customer experience for their customers is continually improving, particularly by managing the Service Improvement Plans (SIPs) for that customer. The SDM works to improve experience for specific customers who are allocated to them, rather than focusing on the overall regional service. Customer Satisfaction and Customer Churn are the key metrics that the SDM cares about.
• Service Management: Work with the heads of departments to lead the delivery of all their customers’ services, ensuring alignment with agreed service levels and quality standards. Meet the customer monthly (or less if requested by the customer) to conduct review meetings which do not focus solely on past performance but instead provide insight and act proactively to prevent issues from occurring in the first place. At least one of these meetings will be in person annually, but this may be more depending on the status of the relationship and the customers’ preference. The SDM will ensure that an accurate summary of any meetings or calls are shared and any actionable insights followed through, and the customer updated on these actions.
• Problem Resolution: Acting as the operational escalation point for customers, the SDM will also proactively identify and resolve issues that may impact client satisfaction or service delivery, preventing complaints from occurring in the first place. Assisting in identifying recurring issues for their customers and working to provide a root cause resolution.
• Feedback & Improvement: Constant review of customer feedback and CSAT scores while working with internal teams to implement improvements to services and processes. Where appropriate, they will also act as the internal Change Manager for anything related to their customer.
• Customer complaints and preventing churn: The SDM will act as an independent party to investigate all customer complaints and work with the relevant teams to not only fix the issue but identify and resolve the root cause(s) too. Where required, the SDM will support the Head of Operations with managing the One To Watch and TLC processes, as well as owning both processes for their customers with the aim of reducing customer churn.
• Collaboration: Work collaboratively with all departments in Air IT to ensure a cohesive approach to customer management. The SDM will work closely with Sales, Service Delivery and Professional Services teams.

Qualifications, Knowledge and Experience:

• Commercial experience working with and ensuring adherence to contractual requirements and commitment.
• Complaint handling and conflict management.
• Experience of relationship management.
• Strong communication and presentation skills.
• Time management.
• Able to balance competing workloads.
• ITIL certified.

What’s In It for You?

• We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment.
• With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high-energy, rewarding role.
• Joining our team comes with its perks:

• Hybrid working options for a better work-life balance.
• 25 days annual leave plus bank holidays.
• Ongoing learning and development opportunities.
• Cycle to work scheme and technology vouchers.
• Enhanced family leave.
• Celebration day - an additional day off each year to celebrate an occasion important to you.
• Salary sacrifice pension.
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact.
• Company social events and competitions.
• Discount and Cashback Scheme.
• Group Income Protection.
• Life Insurance.
• EAP and Virtual GP Service.

Why Join Us?

This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation. You’ll gain exposure to high-level operations and contribute to the success of a thriving company.