At a Glance
- Tasks: Manage service delivery and improve processes to enhance support for vulnerable individuals.
- Company: Join a non-profit dedicated to combating loneliness and improving mental health.
- Benefits: Competitive salary, remote work, and the chance to make a real difference.
- Other info: Opportunity for growth in a supportive and collaborative environment.
- Why this job: Be part of a mission-driven team that positively impacts lives every day.
- Qualifications: Experience in IT service delivery and managing vendor relationships required.
Remote (UK only) £60-65,000
Looking for a role where what you’re working on will make a positive impact on people’s lives? I’m helping a non-profit who combat loneliness and improve mental health for elderly and vulnerable people to scale up the team with a Service Delivery Manager.
About the role:
- To begin with, you will be firefighting then once the chaos settles; you will be looking at processes, KPIs, SLAs and documentation (there is no Level 2 support involved with this role).
- You’ll line manage a Service Analyst and coach the Systems Analyst.
- We’re not looking for a hero, we’re looking for someone who will collaborate with the team to improve processes so there is not one single point of failure.
- They have an outsourced MSP looking after L1 support and L2 support is in-house, you will manage the vendors and services.
Requirements:
- Proven experience managing outsourced IT service providers or an IT outsourced MSP.
- Experience holding vendors to SLAs/KPIs/policies and running formal service reviews.
- Experience owning incident and problem management for outsourced or vendor-delivered services, including root-cause analysis.
- Experience tracking costs/budgets and reporting to a Group Technology & Product Director or finance function.
- Experience overseeing process and policy governance, ideally including some exposure to ISO27001 or similar compliance frameworks.
- Experience line-managing individuals or small teams.
- Experience reporting vendor performance and risk to senior/C-level stakeholders.
- Several years (e.g. 5+) in IT service delivery or vendor/service management roles.
‘Apply now’ to be considered or send a copy of your CV to Kim to set up a confidential chat.
Service Delivery Manager employer: IntaPeople
IntaPeople is an exceptional employer, offering a dynamic and collaborative work environment that fosters professional growth and innovation. With a focus on cloud transformation in South Wales, employees benefit from competitive salaries, ongoing development opportunities, and the chance to work with cutting-edge technologies in AWS and Azure. Join us to be part of a team that values your expertise and encourages meaningful contributions to secure cloud infrastructure.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IntaPeople. 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 IntaPeople 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
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 IntaPeople:Your cover letter is your chance to shine! Tell us why you want to work at IntaPeople 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 IntaPeople!
How to prepare for a job interview at IntaPeople
✨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.
