Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.
You will be responsible for leading and consolidating our service delivery function. The role will drive process standardisation, resource management, escalation handling, and continuous improvement initiatives. You will work to optimise operational efficiency, enhance customer satisfaction and ensure service excellence through industry best practices.
With a proven background in MSP and experience in a leadership position you will be looking for a challenge to develop and demonstrate your experience further. You'll be comfortable managing complex requirements and know the value of being involved at all levels to demonstrate a thorough understanding of the opportunities to improve automation and customer experience. Resource management experience is advantageous.
Drive innovation from reactive to proactive, help customers understand their strategy and embed the teams more deeply into customer environments
This role is office based with visits to client sites as required.
Responsibilities
- Lead, mentor, coach, and develop on site and field based Service Delivery Managers and Customer Success Managers, creating a high-performing, customer-centric leadership team.
- Foster a high-performance culture focused on customer experience, service excellence, operational efficiency, accountability, and continuous improvement.
- Own the end-to-end customer lifecycle, ensuring customers achieve their desired business outcomes and realise maximum value from Intercity's services.
- Develop, implement, and continually refine service delivery frameworks, governance models, SLAs, OLAs, KPIs, and customer success measures.
- Drive customer satisfaction, retention, advocacy, and growth through proactive engagement, service reviews, success planning, and continuous service improvement initiatives.
- Build and maintain senior-level relationships with key customers, acting as an executive sponsor where required and ensuring alignment of services with customer business objectives. xgikmsk
- Lead strategic customer governance programmes, Service Reviews, Success Reviews, and improvement planning.
- Identify opportunities to enhance customer value, improve adoption of services, reduce risk, and support account growth through collaboration with Account Management and
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Principal Service Delivery Manager in Birmingham employer: Intercity Technology
As a Microsoft 365 Technical Specialist, you'll thrive in a dynamic and supportive work culture that prioritises employee growth and development. With a remote-first approach complemented by monthly visits to our Meppershall office, you will enjoy the flexibility of working from home while still engaging with a collaborative team. Our commitment to innovation and customer success ensures that you will have ample opportunities to tackle exciting challenges and enhance your technical expertise in a meaningful way.
