At a Glance
- Tasks: Manage customer relationships and ensure service delivery meets contractual commitments.
- Company: Dynamic company in Swansea with a focus on customer satisfaction.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a supportive team and enhance your career in a thriving industry.
- Why this job: Be the key contact for customers and drive service excellence in a collaborative environment.
- Qualifications: 2+ years in service management and ITIL V4 Foundation certification required.
The predicted salary is between 45000 - 45000 £ per year.
Job Description
Service Delivery Manager
Location: Swansea (1x day per week in office)Salary: £45k Job description We're looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.
This is a customer-facing and internally collaborative role, where you'll be responsible for managing customer relationships throughout the service lifecycle-delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.
Key Responsibilities Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
Plan, lead, and document structured Service Review Meetings with key stakeholders.
Deliver comprehensive Service Management Reports and lead ongoing improvement plans.
Act as the escalation point for internal and external customer service concerns.
Partner with Account Management to align on strategic goals and drive new opportunities.
Review customer P&Ls to ensure contract profitability and efficiency in service delivery.
Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.
Provide detailed business reporting and forecasting to internal and external stakeholders.
Support broader service initiatives and collaborate across departments to improve customer experience.
Experience & Qualifications ITIL V4 Foundation (essential); additional ITIL modules are a plus2+ years of experience in a customer-facing service management role Background in IT, Managed Services, or Telecoms industry Experience managing multiple customers/accounts Proficient in Microsoft Office applications Experience working with P&L and understanding commercial impacts Familiarity with Service Now or similar ITSM platforms ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
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Service Delivery Manager in Swansea employer: ECS
ECS Resource Group is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a CyberArk Engineer, you will have the opportunity to work on cutting-edge projects with a global managed service provider, enhancing your skills while contributing to significant telecom initiatives. With a focus on employee growth and a commitment to work-life balance, ECS Resource Group ensures that every team member feels valued and empowered in their career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Swansea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ECS. 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 ECS 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 Swansea
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 ECS:Your cover letter is your chance to shine! Tell us why you want to work at ECS 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 ECS!
How to prepare for a job interview at ECS
✨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.
