At a Glance
- Tasks: Lead and develop a high-performing team to deliver exceptional service.
- Company: Join a friendly, impactful team in a scenic location near beautiful beaches.
- Benefits: Competitive salary, 25 days holiday, flexible working, and personal training budget.
- Other info: Hybrid working with a supportive team culture and opportunities for growth.
- Why this job: Make a real difference while enjoying a great work-life balance.
- Qualifications: 5 years in service delivery management and strong leadership skills required.
The predicted salary is between 36000 - 46000 £ per year.
Key Responsibilities
- Lead, support, and develop two Team Leaders responsible for overseeing front-line service delivery.
- Facilitate regular 1:1s, performance reviews, and team meetings to ensure consistent alignment with company objectives.
- Foster a collaborative, positive, and high-performance team culture, rooted in accountability and proactive support.
- Oversee daily service operations to ensure client needs are met efficiently, accurately, and within agreed SLAs.
- Monitor team performance against KPIs and quality benchmarks; take corrective action where needed.
- Drive continuous improvement in service processes, identifying opportunities for efficiency, automation, and enhanced customer experience.
- Act as an escalation point for high-priority issues, ensuring timely and effective resolution.
- Collaborate with cross-functional teams (IT, Product, Sales, Marketing) to ensure service delivery alignment and smooth handovers.
- Analyse service metrics and provide regular performance insights and reports to senior management.
- Work alongside the Head of Client Services to identify areas where digital content or resources can reduce recurring support issues.
Requirements
- Minimum 5 years’ experience in a Service Delivery Management or similar operational leadership role.
- At least 2 years’ experience managing Team Leaders or senior team members in both on-site and remote environments.
- Proven track record of improving support operations, processes, and customer experience.
- Strong working knowledge of support platforms such as Freshdesk or Zendesk (essential).
- Familiarity with project and task management tools such as Jira, Atlassian, or Trello (desirable).
- Exceptional organisational and communication skills, with a natural ability to inspire, lead, and motivate teams.
- A calm, confident approach to handling high workloads, competing priorities, and tight deadlines.
- A strong commitment to delivering outstanding customer service and a passion for building long-term client relationships.
- Experience with SQL would be desirable.
- Solid understanding of ITIL / IT Service Management principles.
- Strong client-facing communication skills.
- Able to translate technical issues into business language.
- Producing service reports, dashboards, and updates.
We offer
- Support from 08:00 to 20:00, 7 days per week. Shifts will be a mix of mornings, lates and weekends, working 37.5 hours per week. This will be a hybrid of office and remote working. Core hours are office-based, evenings and weekends are remote.
Benefits
- Competitive salary: £36,000 – £46,000 (depending on experience).
- 25 days holiday (pro rata) + Bank Holidays, with time in lieu for Bank Holidays worked.
- Nest Pension Scheme.
- Discretionary annual company bonus.
- Annual personal training budget.
- Company and team events throughout the year.
- Flexible working options.
- Supportive, close-knit team environment.
Service Delivery Manager in Exeter employer: DigiTickets
As a Service Delivery Manager at our company, you will thrive in a supportive and collaborative environment where your contributions are recognised and valued. With our headquarters nestled in the picturesque Exeter, you will enjoy a fulfilling work-life balance while leading a high-performing team dedicated to delivering exceptional service. We offer competitive salaries, generous holiday allowances, and opportunities for personal growth, ensuring that you can make a meaningful impact in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Exeter
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to service delivery and team management. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved service operations or led teams to success. We want to see your impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our friendly, high-performing team.
We think you need these skills to ace Service Delivery Manager in Exeter
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Delivery Manager. Highlight your experience in managing teams and improving service operations, as these are key for us. Use specific examples that showcase your skills in leading teams and driving customer satisfaction.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re passionate about service delivery and how your background aligns with our values. Don’t forget to mention your experience with support platforms like Freshdesk or Zendesk, as we love seeing that expertise.
Showcase Your Achievements:When detailing your past roles, focus on achievements rather than just responsibilities. Use metrics to demonstrate how you’ve improved team performance or enhanced customer experiences. We want to see the impact you’ve made in previous positions!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Plus, it shows you’re keen to join us!
How to prepare for a job interview at DigiTickets
✨Know Your Team Dynamics
Before the interview, take some time to understand how team dynamics work in a service delivery context. Be ready to discuss your experience in leading and developing teams, especially how you've facilitated 1:1s and performance reviews. This shows you’re not just a manager but a leader who values collaboration.
✨Showcase Your Problem-Solving Skills
Prepare examples of high-priority issues you've resolved in the past. Highlight your calm approach under pressure and how you’ve driven continuous improvement in service processes. This will demonstrate your ability to handle challenges effectively, which is crucial for the role.
✨Familiarise Yourself with Tools
Make sure you’re well-versed in support platforms like Freshdesk or Zendesk, as well as project management tools such as Jira or Trello. Being able to speak confidently about these tools will show that you’re ready to hit the ground running and can manage operations efficiently.
✨Communicate Your Customer-Centric Approach
Be prepared to discuss how you’ve improved customer experiences in previous roles. Share specific metrics or feedback that highlight your commitment to outstanding service. This will resonate well, as the company values long-term client relationships and exceptional service delivery.
