At a Glance
- Tasks: Manage service delivery and ensure top-notch performance for our customers.
- Company: Join a leading tech company focused on service excellence.
- Benefits: Competitive salary, flexible working options, and career development opportunities.
- Other info: Dynamic role with opportunities to enhance customer relationships and grow your career.
- Why this job: Be the key contact for clients and drive service improvements that matter.
- Qualifications: Strong communication skills and experience in service management.
The predicted salary is between 40500 - 49500 £ per year.
The Service Delivery Manager is responsible for the end-to-end delivery of services to assigned customers.
The role involves managing service performance against contractual commitments, ensuring service levels are consistently achieved.
The SDM will work closely with key internal stakeholders to deliver service excellence while developing and maintaining strong customer relationships.
Key Responsibilities
- Act as the primary point of contact for customers.
- Drive ongoing service improvement initiatives with a strong focus on delivering service excellence.
- Ensure service levels are delivered in line with contractual commitments.
- Work closely with delivery teams to build and maintain strong working relationships.
- Engage regularly with customers and key stakeholders across the wider customer organisation to strengthen relationships between Telefónica Tech and its clients.
- Enhance customer loyalty and satisfaction through regular engagement, a strong understanding of customer business drivers and requirements, and effective relationship management.
- Identify, assess, and manage risks relating to customer services.
- Maintain an understanding of the P&L for each assigned customer to ensure appropriate cost coverage for all Telefónica Tech services delivered.
- Identify opportunities to expand services and work closely with Sales and Account Management teams to increase the Telefónica Tech service footprint.
- Ensure Managed Services are delivered in accordance with ITIL service management principles and methodologies.
- Identify process gaps and work with relevant stakeholders to review and improve processes where required.
- Take an active role in Change Management activities for assigned customers, providing input to the Change Management Board, representing customer interests, and ensuring change processes are followed and communicated effectively.
- Maintain a thorough understanding of the full range of Telefónica Tech service offerings, including associated processes and technical capabilities.
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Service Delivery Manager in London employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. 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 Doist 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 in London
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 Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist 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 Doist!
How to prepare for a job interview at Doist
✨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.
