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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 by enhancing customer experiences with cutting-edge technology.
- Qualifications: Experience in customer-facing roles, strong problem-solving skills, and a passion for AI.
The predicted salary is between 45000 - 55000 £ 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.
- 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.
- 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.
Service Delivery Manager in Manchester employer: Invisible Systems
Contact Detail:
Invisible Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager 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 employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨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 highlight your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and shows that you’re keen on the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Service Delivery Manager in Manchester
Some tips for your application 🫡
Show Your Customer-Centric Side: In your application, let us see how much you care about customers. Share examples of how you've built trust and solved problems in previous roles. We want to know you're genuinely invested in making their experience top-notch!
Be Organised and Clear: When writing your application, keep it structured and easy to read. Use bullet points or headings if it helps. We appreciate clarity, so make sure your skills and experiences shine through without any fluff!
Highlight Your AI Curiosity: Since we're all about innovation, mention any experience you have with AI tools or technologies. Show us how you've used them to improve customer service or streamline processes. We love a candidate who's keen to embrace the future!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Invisible Systems
✨Know Your Customers
Before the interview, take some time to research the company’s customer base and their pain points. Understanding who they serve and what challenges they face will help you demonstrate your commitment to being a trusted point of contact.
✨Showcase Your Organisational Skills
As a Service Delivery Manager, being organised is key. Prepare examples from your past experiences where you successfully managed multiple priorities or resolved customer issues efficiently. This will show that you can handle the fast-paced environment they’re looking for.
✨Be AI Curious
Since the role involves using AI tools, come prepared with insights on how you’ve used technology to enhance customer service in previous roles. Share specific examples of how you’ve implemented AI solutions or improved processes, as this will highlight your innovative mindset.
✨Communicate Clearly
During the interview, practice simplifying complex technical issues. The ability to communicate clearly and effectively is crucial, especially when dealing with customers. Use straightforward language to explain your thought process and problem-solving strategies.