At a Glance
- Tasks: Manage customer service delivery and drive improvements for assigned accounts.
- Company: Join Ingram Micro, a leading tech company shaping the future of technology.
- Benefits: Health insurance, rising holiday allowance, birthday day off, and employee discounts.
- Other info: Opportunities for growth and industry-leading training await you.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Experience in service delivery management and strong communication skills required.
The predicted salary is between 44595 - 54505 £ per year.
Service Delivery Manager
We are seeking a dedicated Service Delivery Manager (SDM) to oversee the contractual deliverables of assigned accounts.
In this role, you will be responsible for managing the end-to-end customer service experience, adhering to proper governance for account management, and implementing processes to ensure successful delivery.
The Service Delivery Manager will play a pivotal role in ensuring that accounts are delivered within or exceed approved margins.
As a Service Delivery Manager you will
- Be responsible for the delivery of the managed service - SLA's (KPI's), and for driving service improvement initiatives that reduce costs and improve service delivery to the accounts Accountable for overall contractual deliverables of assigned accounts.
- Work with the aligned Account Manager and sales support to recognise new opportunities.
- Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
- Ensure ITIL framework is followed
- Manage both Comms-Care and customer risks relating to delivery of service with appropriate levels of escalation at the right time.
- Responsible for ensuring CSATs are completed monthly.
- Ensure new Services are introduced effectively with appropriate monitoring, metrics and support in place.
- Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
- Ensure that all required documentation is updated as required and stored in the correct location.
- Responsible for management of continual improvement plans across aligned accounts.
- Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
Qualifications
- Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience, but not necessarily technical expertise.
- In-depth understanding of the IT Channel, including knowledge of the Reseller & End User relationship dynamics.
- Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, and stakeholders across all organizational levels.
- A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction.
The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.
- A successful track record in a Customer Service environment, showcasing the ability to manage customer accounts and meet service level agreements effectively.
- Previous experience in service delivery management or a similar role, demonstrating proficiency in overseeing service delivery processes and optimizing client outcomes.
- Strong understanding of account management principles, including the ability to develop and maintain productive client relationships while driving business growth and retention.
As the UK's leading strategic channel-only IT solutions and services provider Comms-care are committed to helping our partners thrive and grow.
We assist over 700 channel partners and support to over 30,000 active support contracts.
Comms-care manages all aspects of IT lifecycle, from consultancy, design and implementation to managed services and reactive field support covering technologies such as Routing & Switching, Security, Servers, Desktops, Voice & Unified Communications, and Wireless.
A seamless extension to your team, we make it our mission to reduce complexity and work in partnership with you towards a common goal, developing quality technology solutions which add real value to your customer relationships.
What we offer
- Health Insurance and Dental Plan Options - available for you and your family through a salary sacrifice scheme
- Rising holiday allowance at Year 2 and Year 5
- Birthday day off
- Employee Referral Bonus help us grow our team and get rewarded for introducing great talent.
- Employee discounts and wellness perks
- Modern offices with breakout spaces, free tea and coffee, and a private wellness room
- Development opportunities with clear career progression and training
None of this is possible without great people. That's why we're looking for ambitious, customer-focused individuals who want to learn, grow and make an impact.
At Ingram Micro, success is built on collaboration, innovation and the expertise of our people.
Whether you're working in Sales, Finance, Operations, Marketing or Technology, every role plays an important part in helping us achieve our goals and deliver for our customers and partners.
We believe that potential matters just as much as experience, and we're committed to helping our people reach their full potential.
In return, you'll receive industry-leading training, clear career development opportunities and the support to build a rewarding career with a business that's helping to shape the future of technology.
We Are Ingram Micro Group
Ingram Micro is one of the world's leading technology companies, connecting vendors, partners and customers across the global technology ecosystem.
With the ability to reach nearly 90% of the world's population, we're helping shape the future of technology through our AI-powered platform, Xvantage, and the expertise of our people.
As we continue to evolve and innovate, we're focused on helping our partners make smarter decisions, uncover new opportunities and drive sustainable growth.
From cloud and cybersecurity to AI, professional services and digital solutions, we enable businesses to achieve better outcomes through technology, data and trusted expertise.
Our ambition is simple: to be the partner of choice for our vendors, customers and partners, helping them navigate an increasingly complex technology landscape and shape what's next.
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Service Delivery Manager in Warrington employer: Ingram Micro Inc.
Ingram Micro is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Sr Platform Solutions Specialist role. With a strong emphasis on employee growth and development, team members are encouraged to deepen their expertise while contributing to impactful vendor conversations and strategic initiatives. Located in a dynamic environment, employees benefit from access to cutting-edge technology and resources, ensuring they remain at the forefront of industry advancements.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ingram Micro Inc.. 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 Ingram Micro Inc. 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 Warrington
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 Ingram Micro Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Ingram Micro Inc. 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 Ingram Micro Inc.!
How to prepare for a job interview at Ingram Micro Inc.
✨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.
