At a Glance
- Tasks: Lead customer service delivery and ensure top-notch satisfaction with our network products.
- Company: Join a dynamic, innovative company focused on connectivity solutions.
- Benefits: Enjoy competitive salary, 33 days holiday, and hybrid working options.
- Other info: Dog-friendly office and a culture that encourages curiosity and ownership.
- Why this job: Make a real impact in a fast-paced environment that values growth and innovation.
- Qualifications: 5+ years in customer service, strong relationship-building skills, and IT experience.
The predicted salary is between 40000 - 60000 £ per year.
At Convergence Group, we’ve spent 20 years building a business that puts customers first.
Our mission?
To provide ‘Connectivity as a Service’ (Caa S) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry.
As our Service Delivery Manager, you’ll support the Service Delivery & Assurance team as the trusted partner for our customers, ensuring they get the best out of our LAN and WAN Network Products and Services.
What it’s really like here
The pace and intensity are higher than most environments in our sector.
The workload is typically around 30% greater than many people will have experienced elsewhere -not because we are chaotic, but because we are ambitious and constantly building.
We grow organically and through acquisition, continuously integrating, improving and raising the bar.
The landscape evolves, priorities shift, and expectations rise.
If you prefer a predictable, static environment, this probably won’t feel comfortable.
If you are energised by growth, movement and high standards, it can be deeply rewarding.
Your strengths will have a bigger platform here -and you will be stretched behaviourally more than in most environments.
We value respectful honesty: anyone can challenge an idea; hierarchy doesn’t protect thinking and getting it right matters more than being right.
Ego doesn’t perform well here; curiosity, learning and ownership do.
We hire people who are already strong at their craft -the stretch at Convergence Group is navigating pace, complexity and constant evolution.
This environment isn’t for everyone, but for the right person it offers an exceptional opportunity for impact, growth and accelerated development.
- What you’ll do as our Service Delivery Manager
- You will act as the voice of the customer within Convergence Group.
- Lead service performance reviews and drive Service Improvement Plans when needed.
- Keep your customers happy and coming back for more! Stay ahead with regular meetings and callsto buildstronger relationships, boostsatisfaction, and drivegrowth effortlessly.
- Proactively manage escalations, incidents, and service requests while delivering insightful performance reports that drive continuous improvement.
- Conduct regular customer pulse surveys and in-depth quarterly reviews to measure service quality, understand customer perception, and identify opportunities for continuous improvement.
- Monitor KPIs to ensure SLAs are met, CSAT metrics are achieved, and renewal rates remain high.
- Work closely with sales, delivery, and tech teams to spot upsell and cross-sell opportunities - driving more value for customers while strengthening partnerships!
- What we’re looking for
- 5+ years’ experience in a customer service role managing B2B customer relationships in IT, Telecoms, or Infrastructure
- Experience of managing customer service in the delivery of Lan, Wan, Wifi or Security solutions
- Strong emotional intelligence to build meaningful and successful relationships
- Experience as a customer advocate and internal champion
- Proven track record in customer satisfaction, reporting and service improvement planning
- Excellent verbal and written communication skills – you make complex things simple
- Proficiency in Zoho CRM, and Service Now (or similar tools)
- Strong time management and organisation skills to juggle multiple priorities
- Ability to pass BPSS and other clearances
- What you’ll get
- Salary:£40,000 - £60,000 for experienced A-players
- Time off: 33 days holiday (including bank holidays)
- Benefits: Private medical, enhanced pension, income protection & life assurance
- Hybrid working: 3 days a week in Solihull office & flexible core hours
• Dog-friendly office– yes, really!
Who Are Convergence Group?
At Convergence Group, we break free from corporate red tape as a privately-owned company, driving bold innovation without the constraints of private equity or external bankers.
Experts in Wan, Lan, Wi Fi and Security solutions we stand out by revolutionising infrastructure management – making it seamless so our customers can focus on what matters most.
With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to shape the future with us.
- Where A Players come to make a difference
- #J-18808-Ljbffr
Service Delivery Manager employer: Convergence Group (Wireless) Networks Limited
Convergence Group is an exceptional employer that prioritises leadership effectiveness and talent development, offering a dynamic work culture where employees can thrive. With a strong benefits package and clear progression opportunities, particularly in the vibrant Solihull area, you will be part of a growing organisation that values your contributions and supports your professional journey.
Contact Details:
Convergence Group (Wireless) Networks Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Convergence Group (Wireless) Networks Limited. 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 Convergence Group (Wireless) Networks Limited 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 Service Delivery Manager
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 Convergence Group (Wireless) Networks Limited:Your cover letter is your chance to shine! Tell us why you want to work at Convergence Group (Wireless) Networks Limited 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 Convergence Group (Wireless) Networks Limited!
How to prepare for a job interview at Convergence Group (Wireless) Networks Limited
✨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.
