Junior Services Delivery Manager

As our business continues to grow, we’re looking for a Junior Service Delivery Manager to join our Operational Services team. In this role, you’ll help ensure our customers get the most from their ArcGIS systems by supporting the health and performance of their environments through our subscription-based services.

Who are we? Esri UK sells the world’s leading geospatial software, ArcGIS and we provide a wide range of services to our customers across both public and private sectors in the UK. With the single largest pool of GIS expertise in the UK, Esri UK is the market leader and authority on GIS and our business is growing considerably year on year. We are a people-focussed, profitable, growing software company with great career prospects.

The Junior Service Delivery Manager role is a customer facing role, with responsibility for the delivery of the service. You will contribute towards the delivery of planned activities and coordinate changes to services. You will be responsible for providing customers with ongoing performance reporting and trend analysis adding insight and recommendations to provide value to the customer. Knowledge of Esri products is an advantage but not essential for this role.

Your key responsibilities as a Service Delivery Manager would be to:

• Build excellent customer relationships: You will be a key point of contact with our customers and building strong relationships is core to successful service delivery.
• Change and release management: Co-ordinate changes approvals for the plans for upgrades, changes and co-ordinate future releases to environments.
• Incident management: Lead on incident management for your customers, collaborating with colleagues and ensuring clear regular communications with the customer.
• Support and trend analysis: Monitor incident trends and adopt a proactive approach to addressing service-related issues.
• Report on service performance: Provide customers with ongoing performance reporting, insight and recommendations to provide value to the customer.
• Escalation: Act as point of escalation for service-related issues.
• Enhance customer experience: Work with colleagues from across the business to identify, prioritise and implement service improvements.
• Collaborate: Work with engagement teams to grow accounts and deliver new services and environment upgrades.
• Grow your knowledge and skills: There is a strong emphasis on personal development. Developing your technical, service delivery and soft skills will be key.

This would be a great career move if you:

• Have experience of working with people and developing relationships.
• Have good interpersonal, written/verbal communication, multi-tasking, and presentation skills.
• Have an ability to understand a challenge from multiple perspectives and lead a team to a successful outcome.
• Are self-motivated, but want to work in a close team, creating and nurturing relationships, and enthusiastic about delivering a high quality service.
• Have an ability to summarise complex issues in simple language.
• Have an interest in developing your IT and cloud technology skills as well as knowledge and practical application of ITIL.
• Have an aptitude for process improvements.

We are keen to consider a wide range of candidates with varying experience, therefore your educational and industry backgrounds is not so important, but hands-on experience within a customer facing role in the technical industry is essential.

We offer a competitive basic salary (starting from at least £32.5k) plus a generous bonus paying c. 20% per annum. A great benefits package including: a 6% company pension; Vitality healthcare scheme; gym contribution; cycle to work scheme; family friendly policies, including enhanced maternity and paternity benefits. We believe that as a company we should give back wherever we can and also offer volunteering opportunities for charities that are important to you.

Flexible working. We all work flexibly and are happy to consider part time and full-time applications, please just detail what you are looking for in your cover letter.

The location - We offer flexibility around location. You can opt for home-based working, or office based in either Edinburgh, Aylesbury or Cambridge. There is a requirement to travel for team meetings. There is also an opportunity to work a mix of both in a hybrid model. We work virtual-first with most of our customers, however travel to customer sites will be required.

Security: Because of the types of data, systems and clients we work with, there is a requirement for the successful candidate to have an enhanced security clearance.

Please apply online on our website www.esriuk.com, including your CV and covering letter detailing your salary expectations. Application deadline: 8th June 2025.

Esri UK are an equal opportunity employer - we recognise the importance and value of having a diverse and inclusive workforce and the benefits that this can bring to both our employees and our customers.

We’re here to listen to and serve our customers, and believe that when our customers are successful, we’re successful.