At a Glance
- Tasks: Lead customer service excellence and drive continuous improvement in a dynamic environment.
- Company: Join Convergence Group, a customer-first tech company with 20 years of innovation.
- Benefits: Enjoy competitive salary, 33 days holiday, private medical, and hybrid working.
- Other info: Dog-friendly office and opportunities for accelerated personal growth.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced setting.
- Qualifications: 5+ years in B2B customer service, strong emotional intelligence, and excellent communication skills.
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’ (CaaS) - and we need a Service Delivery Manager to ensure our customers experience the very best service in the industry.
As our Service Delivery & Assurance team, 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 calls to build stronger relationships, boost satisfaction, and drive growth 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 ServiceNow (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!
Service Delivery Manager employer: Convergence Group
At Convergence Group, we pride ourselves on fostering a dynamic and ambitious work environment that prioritises customer satisfaction and employee growth. As a Service Delivery Manager, you will thrive in a culture that values curiosity, learning, and ownership, while enjoying exceptional benefits such as 33 days of holiday, private medical insurance, and a dog-friendly office in Solihull. Join us to make a meaningful impact and accelerate your professional development in a fast-paced, evolving landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Get to know the company inside out! Research Convergence Group's values, mission, and recent projects. This way, when you chat with them, you can show off your knowledge and passion for their work.
✨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 satisfaction. Think about how your experience aligns with their needs and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Convergence Group.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Show Your Customer-Centric Side:Make sure to highlight your experience in managing B2B customer relationships. We want to see how you've put customers first in your previous roles, so share specific examples that demonstrate your commitment to customer satisfaction.
Keep It Clear and Concise:When writing your application, aim for clarity. Use straightforward language to explain your skills and experiences. Remember, we value the ability to make complex things simple, so show us you can do just that!
Demonstrate Your Emotional Intelligence:We’re looking for someone with strong emotional intelligence. In your application, mention how you've built meaningful relationships in past roles. Share stories that showcase your ability to connect with customers and colleagues alike.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Convergence Group
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service experience, especially in B2B settings. Be ready to share specific examples of how you've managed relationships and improved service delivery in the past. This will show that you understand the importance of customer satisfaction and can bring that expertise to Convergence Group.
✨Demonstrate Emotional Intelligence
Since strong emotional intelligence is key for this role, think about times when you've successfully navigated complex customer interactions. Prepare to discuss how you build relationships and handle escalations with empathy and understanding. This will highlight your ability to be a customer advocate.
✨Familiarise Yourself with Tools
Get comfortable with Zoho CRM and ServiceNow, or similar tools, as they are likely to come up in conversation. If you have experience using these platforms, be ready to explain how you've leveraged them to enhance service delivery and reporting in your previous roles.
✨Show Your Adaptability
Convergence Group thrives in a fast-paced environment, so be prepared to discuss how you've adapted to change in your previous jobs. Share examples of how you've managed multiple priorities and driven service improvements amidst evolving demands. This will demonstrate that you're ready for the dynamic nature of the role.
