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- Tasks: Be the go-to person for customers, ensuring smooth service delivery and resolving issues.
- Company: Dynamic IoT company focused on customer satisfaction and innovation.
- Benefits: Work from home, competitive salary, and opportunities for professional growth.
- Other info: Great chance to work with cutting-edge technology and develop your career.
- Why this job: Join a fast-paced environment where you can make a real difference for customers.
- Qualifications: Experience in customer-facing roles, strong problem-solving skills, and AI enthusiasm.
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:
- Customer Relationships
- 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.
- Operational Service Management
- 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.
- AI and Technology
- 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 (Working from home) 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 (Working from home) in Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Plus, it could give you an insider's edge!
✨Tip Number 3
Prepare for the interview by practising common questions related to service delivery and customer management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Senior Service Delivery Manager (Working from home) 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 your written application, demonstrate your organisational skills and proactive approach. We love self-starters who can manage ambiguity, so include instances where you’ve successfully juggled multiple priorities or streamlined processes to improve service delivery.
Embrace AI and Technology: Since we’re all about leveraging AI, don’t forget to mention any experience you have with AI tools or technology in your application. Show us how you’ve used tech to enhance customer experiences or improve operational efficiency—this will definitely catch our eye!
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language to explain your technical skills and experiences. We appreciate a calm and professional tone, especially when discussing complex issues, so make sure your writing reflects that.
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 interest in being the trusted point of contact they need.
✨Showcase Your Organisational Skills
As a Senior Service Delivery Manager, being organised is key. Prepare examples from your past experiences where you've successfully managed multiple priorities or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your action-oriented mindset.
✨Demonstrate Your Problem-Solving Prowess
Be ready to discuss specific challenges you've faced in previous roles and how you approached them. Think about how you can simplify technical issues for customers and ensure compliance within teams. This will illustrate your ability to remain calm under pressure and effectively communicate solutions.
✨Embrace AI and Technology
Since the role involves leveraging AI tools, come prepared with ideas on how you can use technology to improve service delivery. Share any experiences you've had with AI in customer service and be ready to discuss how you can build a culture that embraces these innovations without compromising quality.