At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery.
- Company: Join a well-established IT services organisation focused on exceptional customer experiences.
- Benefits: Enjoy a comprehensive benefits package, including private medical cover and enhanced annual leave.
- Other info: Great opportunities for progression and professional development in a collaborative environment.
- Why this job: Make a real impact in a supportive team while working on exciting projects.
- Qualifications: Experience in Service Delivery or Account Management with strong communication skills.
The predicted salary is between 60000 - 70000 £ per year.
Your Company is a growing and well-established IT services organisation that prides itself on delivering exceptional customer experiences. Working with a diverse portfolio of clients, including high-profile and regulated organisations, you'll be part of a supportive, collaborative team where your contribution is valued, and your ideas can make a genuine impact. The culture is professional yet friendly, with a strong focus on teamwork, customer success and continuous improvement.
As Service Delivery Manager, you will become the trusted point of contact for customers once services transition into business-as-usual. You'll build strong client relationships, oversee service performance, and ensure customers receive a consistently high level of support and engagement.
Key responsibilities include:
- Managing customer relationships and acting as the primary escalation point.
- Monitoring and improving SLA performance across multiple client accounts.
- Producing and presenting monthly service reports and performance reviews.
- Leading service review meetings and driving actions through to completion.
- Coordinating change management and problem management activities.
- Working closely with technical and support teams to ensure excellent service delivery.
- Identifying opportunities for service improvement and customer satisfaction enhancement.
What You Need to Succeed:
Our client is looking for a customer-focused professional who thrives on building relationships and delivering exceptional service. You'll ideally have:
- Experience with Service Delivery, Account Management or Customer Success in an IT or Managed Services environment.
- Strong stakeholder management and communication skills.
- Experience managing SLAs, service reviews and customer escalations.
- The ability to confidently handle challenging conversations whilst maintaining positive client relationships.
- Strong organisational skills and the ability to manage multiple priorities.
- An understanding of ITIL, Change Management or Problem Management processes.
- Experience working with public sector customers or service desk platforms such as ServiceNow, Jira Service Management or Fresh service would be advantageous.
What You Will Get in Return:
You will join a business that genuinely invests in its people and offers the opportunity to make a visible impact. You will have a highly autonomous role with real ownership of customer relationships, exposure to exciting and varied projects across established client accounts, a supportive leadership team and collaborative working environment, excellent opportunities for progression and professional development, and a comprehensive benefits package including private medical cover, pension, enhanced annual leave and additional wellbeing benefits.
If you're passionate about customer success, service excellence and building long-term client relationships, we'd love to hear from you.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Service Delivery Manager in Holywood employer: Hays
Join a vibrant secondary school that prioritises excellence in education and fosters a supportive community for both students and staff. As the Head of Mathematics, you will benefit from a competitive salary, ongoing professional development opportunities, and a collaborative work culture that encourages innovation and growth. This role not only allows you to lead a dedicated team but also to make a significant impact on student achievement in a welcoming environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Holywood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hays. 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 Hays 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 Holywood
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 Hays:Your cover letter is your chance to shine! Tell us why you want to work at Hays 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 Hays!
How to prepare for a job interview at Hays
✨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.
