At a Glance
- Tasks: Manage incident service delivery and ensure top-notch customer satisfaction.
- Company: Join a leading tech company committed to inclusivity and innovation.
- Benefits: Enjoy 26 days of leave, flexible benefits, and wellness perks.
- Other info: Be part of a diverse team that values your unique contributions.
- Why this job: Make a real impact by improving service delivery and customer experiences.
- Qualifications: Strong understanding of service delivery management and excellent communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Bracknell with some additional travel
12 Months Fixed Term Contract
As an Incident Service Delivery Manager you will play a pivotal role in the day-to-day management of all aspects of the service delivery with a focus on incident management. You will manage elements of service delivery to lower and middle management level within the customer(s) in order to deliver contracted service commitments to SLA and to budget. Undertake and support the management of incident and major incident investigations and attending technical bridges. You will produce monthly reports on incidents and ensure reviews are undertaken alongside this conduct trend analysis, preparing business cases, attending Customer meetings and reducing aged tickets. The monthly reports are used to support the production of the monthly service performance reports.
The Incident Service Delivery Manager will require the processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. We are looking for a candidate who drives a culture of continual service improvement and inputs to the Service Improvement Plan in order to maintain and improve the service and levels of customer satisfaction and improve the end-to-end incident management process. Our team prides itself on strong collaboration, clear communication and a commitment to delivering secure, reliable and high‑quality services.
Your Transferable Skills and Experience
- Strong understanding of Service Delivery Management standards and processes, particularly across incident, problem, and change management
- The ability to convey complex technical information clearly to both technical and non‑technical audiences.
- Proactive self-starter who takes ownership of tasks and outcomes.
- Highly organised, with strong planning abilities and the capacity to prioritise workloads and meet deadlines.
- Skilled in report writing, data interpretation, and analytical review.
- Good awareness of financial management principles.
- Applies a structured, analytical approach to problem-solving.
- Experience managing service delivery performance against SLAs, KPIs, and customer satisfaction metrics.
- Skilled in managing escalations, resolving complex issues, and driving continual service improvement initiatives.
Your benefits:
- 26 Days annual leave plus public holidays (3 flexible)
- Pension – Double matching contributions of up to 10%
- Life assurance
- Companywide incentive plans
- Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
- Perks at work – employee discounts
- Employee assistance programme/ virtual GP
- GymPass (Wellhub) – Access to a range of free and paid options for fitness and wellbeing
- Private medical company car or car allowance
We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.
Achieve together We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer. We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.
Incident Service Delivery Manager (FTC) in Bracknell employer: Fujitsu
Fujitsu is an exceptional employer located in Bracknell, offering a dynamic work environment that prioritises collaboration, clear communication, and a commitment to high-quality service delivery. With generous benefits including 26 days of annual leave, double matching pension contributions, and a strong focus on employee wellbeing, Fujitsu fosters a culture of inclusivity and continuous improvement, making it an ideal place for professionals seeking meaningful career growth and a supportive workplace. As a certified Disability Confident Leader and a Top 75 employer for Social Mobility, we are dedicated to creating an environment where everyone can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Service Delivery Manager (FTC) in Bracknell
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Fujitsu.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Fujitsu. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Incident Service Delivery Manager (FTC) in Bracknell
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Fujitsu.
How to prepare for a job interview at Fujitsu
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Fujitsu's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Fujitsu offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
