At a Glance
- Tasks: Drive service excellence and manage multiple services for key clients.
- Company: Dynamic tech company focused on delivering top-notch service.
- Benefits: Hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Join a vibrant team and make a real impact in a fast-paced environment.
- Why this job: Be the key player in ensuring client satisfaction and service improvement.
- Qualifications: 2-3 years in Service Delivery Management and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Location: London, hybrid, occasional travel to client sites
Job type: Full‐Time Permanent
As the Service Delivery Manager, you will be responsible for driving service excellence and ensuring the highest level of performance is delivered to our clients. You will manage multiple services for a key client, including Managed Security Services and infrastructure support agreements. You will own Service Level Management, contract SLA management, customer satisfaction, continuous service improvement and incident, problem and change control. You will act as the key escalation point for major incidents and issues, support internal project delivery and be a change advocate.
- Managing all aspects of Service Delivery ensuring adherence to critical SLAs at all times
- Relationship management between all business functions and customers alike
- Expert management of complex, high‐profile customer issues, following ITIL framework to incident root cause identification
- Managing Internal Enhancement projects and identify improvement opportunities
- Managing a Continuous Service Improvement Process striving for Service Excellence
- Conducting or participating in service reviews
- Participating in new process design and owning transition to operations
- Excellent documentation skills; maintain documentation repository in line with ISO 20000
- Stakeholder management with both internal and external customers
- Excellent communication and written skills
- Project lifecycle experience and understanding
- Escalation and dispute resolution management, potentially owning the resolution sourcing process when necessary
- Service reporting on a weekly basis or as necessary
- SLA and KPI writing, reporting and development
Desired Skills:
- Minimum 2‐3 years working in a similar Service Delivery Management position
- Experience in client‐facing roles with reporting and presentation requirements
- Experience in a Managed Services and Helpdesk environment
- Previous IT infrastructure management experience desirable
- Good understanding of technical security environments
- Proven responsibility in all phases of project delivery within tight deadlines under pressure from external clients
- Experience with ISO 9001, 27001 and 20000 certifications and requirements
- Excellent interpersonal and communication skills both verbal and written
- Fluent English speaker
- Aptitude for solving problems and acting on own initiative
- Strong team player with a flexible approach
- Highly motivated with a willingness to learn and drive that motivation within the team
- Consistent work attitude
- Strong analytical, logical and structured approach
- Proactive and energetic, seeking to get things done and dealing with a variety of tasks
- Ability to create a positive, innovative, engaging working environment
Certifications / Qualifications:
- ITIL Foundation level or higher
- Degree level education desirable
- Technical qualification in IT infrastructure or security fields desirable
Service Delivery Manager in London employer: Integrity360
As a Service Delivery Manager in London, you will thrive in a dynamic and supportive work culture that prioritises service excellence and employee growth. Our hybrid working model offers flexibility, while our commitment to continuous improvement and professional development ensures you have the resources to advance your career. Join us to be part of a collaborative team that values innovation and fosters a positive environment for both personal and professional success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for interviews by practising common questions related to service delivery management. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in service delivery management. This can be a great conversation starter during interviews and will help you stand out from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Delivery Manager role. Highlight your experience in managing service delivery, client relationships, and any relevant certifications like ITIL. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about service excellence and how you’ve driven improvements in past roles. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Communication Skills:Since this role requires excellent written communication, make sure your application is clear and concise. Use proper grammar and structure, and don’t forget to proofread! We appreciate attention to detail and clarity in communication.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at Integrity360
✨Know Your SLAs Inside Out
As a Service Delivery Manager, you'll be dealing with Service Level Agreements (SLAs) all the time. Make sure you understand the SLAs relevant to the role and be ready to discuss how you've managed them in the past. Bring examples of how you've ensured compliance and improved service delivery.
✨Showcase Your Relationship Management Skills
This role requires excellent relationship management between various stakeholders. Prepare to share specific instances where you've successfully navigated complex client relationships or resolved disputes. Highlight your communication skills and how they helped in maintaining strong partnerships.
✨Demonstrate Your Problem-Solving Aptitude
Expect questions about how you've handled major incidents or issues in previous roles. Be ready to walk through your thought process and the steps you took to identify root causes and implement solutions. Use the ITIL framework as a reference point to show your structured approach.
✨Prepare for Continuous Improvement Discussions
Continuous service improvement is key in this role. Think of examples where you've identified areas for enhancement and successfully implemented changes. Be prepared to discuss how you measure success and the impact of these improvements on service delivery.
