At a Glance
- Tasks: Manage customer relationships and coordinate service delivery in a fast-paced tech environment.
- Company: Join Bluemineral, a growing telecommunications and technology services provider.
- Benefits: Enjoy a competitive salary, pension scheme, training budget, and hybrid working options.
- Other info: Opportunity for career growth in a dynamic and supportive team.
- Why this job: Make a real impact by enhancing customer experiences and driving service success.
- Qualifications: Experience in customer account management and strong communication skills required.
The predicted salary is between 30000 - 35000 £ per year.
Location: Digbeth, Birmingham (with potential relocation to the outskirts of Birmingham/surrounding areas in the near future). Frequent travel to customer sites, many in London.
Salary: £30,000 - £35,000, dependent on experience
Employment Type: Full Time, Permanent
Probation: 6 Months
This role will be primarily office-based throughout the probationary period. Following successful completion of probation, there may be the opportunity for a hybrid working arrangement. A full UK driving licence and access to your own vehicle is advantageous due to occasional offsite customer meetings and future office relocation plans.
About the Role
We are looking for a highly organised and customer-focused Service Delivery Manager to join our growing team. The successful candidate will be responsible for managing customer relationships, coordinating service delivery, supporting project implementations and acting as a key liaison between customers, suppliers and internal engineering teams. This role is ideal for someone with previous experience managing customer accounts within a fast-paced technology, telecommunications or managed services environment who enjoys building strong customer relationships and delivering exceptional customer experiences. Whilst the role is customer-facing, a strong technical understanding of telecommunications and networking is essential to effectively support customers and coordinate technical delivery.
About the Business
Bluemineral delivers telecommunications, connectivity, networking and managed technology services to construction and commercial clients across the UK and is experiencing significant growth, creating an opportunity for a Service Delivery Manager to join the team.
Key Responsibilities
- Customer Account Management
- Act as the primary point of contact for a portfolio of customer accounts
- Build and maintain strong customer relationships through regular communication and service reviews.
- Manage customer escalations and ensure timely resolution of service issues.
- Identify opportunities to improve customer satisfaction and service delivery.
- Maintain accurate customer records and account documentation.
- Service Delivery & Customer Success
- Ensure customer support requests are managed and progressed effectively alongside the Service Desk team
- Monitor service performance and coordinate activities required to meet customer expectations.
- Work closely with internal engineering teams to ensure successful delivery of services.
- Support service reviews and customer reporting activities.
- Proactively identify and mitigate risks impacting customer services.
- Supplier Management
- Liaise with telecommunications providers, technology partners and third-party suppliers.
- Manage supplier escalations and service issues.
- Coordinate supplier activities to support customer project delivery.
- Monitor supplier performance and ensure agreed commitments are achieved.
- Commercial Support
- Assist with quotations, renewals and contract administration.
- Support account growth opportunities through effective customer engagement.
- Identify upsell and cross-sell opportunities where appropriate.
- Support customer contract reviews and service discussions.
Skills & Experience
Essential
- Previous experience managing customer accounts within a fast-paced technology, telecommunications, MSP or service delivery environment.
- Excellent communication and relationship management skills.
- Strong organisational and prioritisation abilities.
- Experience managing customer escalations and service issues.
- Experience coordinating multiple activities simultaneously.
- Commercial awareness and customer-focused mindset.
- Strong stakeholder management skills.
Technical Knowledge
Applicants should possess a good understanding of:
- Business Networking
- Telecommunications Services
- Mobile Provisioning and Mobile Reseller Environments
- Cloud Telephony Platforms (e.g. RingCentral, Gamma Horizon, 8x8)
- Connectivity Services (FTTP, SoGEA, Broadband, Leased Lines)
- WiFi Solutions
- Microsoft 365
- Connectivity Troubleshooting Concepts
The successful candidate is not expected to perform engineering work but must be comfortable discussing technical solutions with customers, suppliers and engineers.
Desirable
- Experience within an MSP, ISP or Telecommunications provider.
- Experience using and general upkeep of ITSM tools (Halo ITSM)
- Knowledge of ITIL service management principles. ITIL Foundation certification preferred.
- Project coordination or project management experience.
- Experience working with Openreach, BT Wholesale, EE, O2, Vodafone or similar service providers.
What Success Looks Like
- Strong customer relationships and high levels of customer satisfaction.
- Effective management of customer accounts and escalations.
- Successful coordination of projects and service delivery activities.
- Positive supplier engagement and issue resolution.
- Commercial opportunities identified and supported.
- Consistent delivery of a professional and customer-focused service experience.
Benefits
- Comprehensive workplace pension scheme.
- 21 days annual leave + UK Bank Holidays.
- Training budget.
- Hybrid working on completion of probation period.
Service Delivery Manager in Birmingham employer: Bluemineral
Bluemineral is an exceptional employer located in the vibrant area of Digbeth, Birmingham, offering a dynamic work culture that prioritises customer satisfaction and employee growth. With a strong focus on professional development, employees benefit from a comprehensive training budget and the potential for hybrid working arrangements after probation, fostering a balanced work-life environment. Join a rapidly growing team where your contributions are valued, and you can build meaningful relationships while delivering top-notch telecommunications services to clients across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Birmingham
✨Tip Number 1
Get to know the company inside out! Research Bluemineral's services and values so you can speak confidently about how your experience aligns with their needs. This will show them you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to service delivery and customer management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and mentioning something specific from your conversation can keep you top of mind for the hiring team.
We think you need these skills to ace Service Delivery Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in managing customer accounts and any technical knowledge you have in telecommunications or networking. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experiences make you the perfect fit. Don’t forget to mention your customer-focused mindset and organisational skills, as these are key for us.
Show Off Your Communication Skills:As a Service Delivery Manager, communication is key! In your application, demonstrate your ability to build strong relationships and manage escalations effectively. Use clear and concise language to show us you can communicate well with customers and suppliers alike.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team at Bluemineral!
How to prepare for a job interview at Bluemineral
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around telecommunications and networking. Be ready to discuss specific technologies like cloud telephony platforms or connectivity services, as this will show you understand the industry and can communicate effectively with customers and suppliers.
✨Showcase Your Customer Skills
Prepare examples of how you've successfully managed customer accounts in the past. Think about times when you resolved escalations or improved customer satisfaction. This will demonstrate your ability to build strong relationships and handle challenges, which is crucial for a Service Delivery Manager.
✨Be Organised and Proactive
Highlight your organisational skills by discussing how you prioritise tasks and manage multiple activities simultaneously. Share any tools or methods you use to stay on top of your workload, as this role requires excellent coordination between various teams and stakeholders.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s service delivery processes and customer engagement strategies. This not only shows your interest in the role but also gives you a chance to assess if the company aligns with your values and career goals.
