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- Tasks: Be the go-to person for customers, ensuring smooth service delivery and resolving issues.
- Company: Join a fast-paced IoT company that values customer relationships and innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real difference in customer experiences while working with cutting-edge technology.
- Qualifications: Experience in customer-facing roles, strong problem-solving skills, and a passion for AI.
The predicted salary is between 50000 - 60000 £ per year.
This role is for someone who genuinely loves being in the corner of their customers. As Service Delivery Manager, you'll be the face of our service experience and the person customers trust to get things moving, keep them informed, and make sure we're always delivering on our promises.
This is a hands-on role in a fast-moving IoT business, and it suits someone who takes pride in being organised, responsive, and genuinely invested in the customers they look after. You will be AI curious, and act as the operational backbone between our customers and internal teams.
Key Responsibilities:
- Act as the trusted point of contact and escalation for customer issues and pain points, synthesising symptoms and needs, whilst providing the clarity needed to solve issues.
- Proactively monitor and manage our existing customers service levels against set contractual or standard SLAs.
- Run and co-ordinate structured and value adding service delivery reviews with key customers, using data and AI enabled insights.
- Collaborate with senior leadership to gather insights on customer pain points and opportunities to grow accounts.
- Oversee the incident management process within the business, ensuring compliance of internal teams and effective, clear management of impacted customers.
- Work with delivery teams to enable the fast deployment of new customer solutions and requirements as they transition to business-as-usual.
- Manage telecom provider performance and uptime, alongside localised connectivity performance of deployed IoT solutions.
- Identify opportunities to enhance the customer technology proposition, building succinct requirements and outcome focused priorities that will make a difference to our customers.
- Use and continuously improve AI tools to handle ticket triage, customer communications, and issue tracking, freeing up your time to support our customers further.
- Help build a culture where AI augments the team's capacity without compromising the quality of experience customers receive.
Skills and Qualifications:
- A natural trust builder, with proven experience in a similar customer facing role within a SaaS or MSP environment.
- Organised and action orientated, a self-starter who can effectively manage ambiguity.
- Excellent problem-solving skills who is able to use and develop structured approaches.
- Calm and professional under pressure who can effectively prioritise and communicate technical issues with simplicity.
- Demonstrated experience in managing priorities and writing technical requirements.
- Experience working with HubSpot.
- An advocate of AI and a willingness to implement cutting edge ways of working.
Preferred Qualifications:
- Experience in the Internet of Things (IoT) sector, with an understanding of connectivity technologies and challenges.
- Familiarity with network management, cloud-based platforms, and embedded systems.
- Experiencing using AI tools to enhance customer service propositions.
Senior Service Delivery Manager - Permanent in Manchester employer: Invisible Systems
Contact Detail:
Invisible Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager - Permanent in Manchester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. The more people you know, the better your chances of landing that Senior Service Delivery Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience in customer-facing roles and your knack for problem-solving. Use real examples to demonstrate how you've made a difference in previous positions.
✨Tip Number 3
Be proactive! If you see a company you're interested in, don’t wait for them to post a job. Reach out directly and express your interest in working with them. You never know, they might have something perfect for you just around the corner.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can give you an edge. Plus, it shows you’re genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace Senior Service Delivery Manager - Permanent in Manchester
Some tips for your application 🫡
Show Your Customer-Centric Side: Make sure to highlight your passion for customer service in your application. We want to see how you've built trust with customers and tackled their pain points in previous roles. Share specific examples that showcase your ability to keep customers informed and satisfied!
Be Organised and Action-Oriented: In a fast-paced environment like ours, being organised is key! Use your application to demonstrate how you manage multiple priorities and stay on top of tasks. A clear structure in your writing will reflect your organisational skills, so keep it neat and easy to follow.
Embrace AI and Technology: Since we're all about innovation, let us know how you've used AI tools or technology to enhance customer experiences. Whether it's through ticket management or improving service delivery, show us your tech-savvy side and how it can benefit our customers!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you'll be able to attach your CV and cover letter seamlessly. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Invisible Systems
✨Know Your Customer Inside Out
Before the interview, dive deep into understanding the company's customer base and their pain points. Familiarise yourself with their service delivery processes and think about how you can enhance customer relationships using AI tools. This will show your genuine investment in their customers.
✨Showcase Your Organisational Skills
Prepare examples that highlight your ability to manage multiple priorities and stay organised under pressure. Use specific scenarios where you successfully coordinated service delivery reviews or managed incident processes. This will demonstrate your action-oriented mindset.
✨Be Ready to Discuss AI Integration
Since the role involves leveraging AI, come prepared with ideas on how you can use AI tools to improve customer service. Think of practical examples from your past experience where you implemented technology to streamline processes or enhance customer interactions.
✨Communicate Simply and Effectively
Practice explaining complex technical issues in a straightforward manner. During the interview, focus on how you can communicate effectively with both customers and internal teams. This will showcase your problem-solving skills and your ability to build trust.