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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, 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 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.
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.
Service Delivery Manager in Warrington employer: Invisible Systems
Contact Detail:
Invisible Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Warrington
✨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! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to service delivery. Think about how you can showcase your problem-solving skills and your passion for customer service – that's what they want to see!
✨Tip Number 4
Don't forget to follow up after your interview! A quick 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 Warrington
Some tips for your application 🫡
Show Your Customer-Centric Side: In your application, make sure to highlight your passion for customer service. We want to see how you've built trust with customers in the past and how you’ve tackled their pain points. Share specific examples that showcase your ability to keep customers informed and satisfied.
Be Organised and Action-Oriented: As a Service Delivery Manager, being organised is key! Use your application to demonstrate how you manage multiple priorities and stay on top of tasks. We love seeing candidates who can effectively handle ambiguity and still deliver results, so don’t hold back on sharing your strategies.
Embrace AI and Technology: Since we’re all about using AI to enhance our service delivery, let us know how you’ve used technology in your previous roles. Whether it’s managing customer communications or improving processes, 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! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values while you’re at it!
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. This will show your genuine interest in being the trusted point of contact they need.
✨Showcase Your Organisational Skills
As a Service Delivery Manager, being organised is key. Prepare examples from your past experiences where you've successfully managed multiple priorities or streamlined processes. Bring these stories to the interview to demonstrate your action-oriented mindset and ability to handle ambiguity.
✨Be AI Curious
Since the role involves using AI tools, come prepared with insights on how you've previously leveraged technology to improve service delivery. Discuss any specific AI tools you've used, like HubSpot, and how they helped you manage customer communications or issue tracking effectively.
✨Prepare for Problem-Solving Scenarios
Expect to face some situational questions that test your problem-solving skills. Think of structured approaches you've used in the past to tackle customer issues. Be ready to explain your thought process clearly and simply, as this reflects your ability to communicate technical issues effectively.