At a Glance
- Tasks: Manage service delivery and customer relationships to ensure SLAs are met.
- Company: Indigenous software house known for excellence in public sector services.
- Benefits: Medical aid, health care, and opportunities for team growth.
- Other info: Dynamic role with potential for career advancement in a beautiful Holywood office.
- Why this job: Join a vibrant team and make a real impact in public sector projects.
- Qualifications: Experience in service delivery or account management in IT environments.
The predicted salary is between 60000 - 70000 £ per year.
My client is an indigenous Software house, increasingly known as the supplier of choice for public sector bodies across the UK and Ireland. Due to continued success (including major contracts won) they are hiring for a BRAND NEW role within the business.
Role Overview: Having consistently expanded their customer base, my client needs to ensure that SLAs are met across the board. The Service Delivery Manager will work on the company’s managed service contracts, owning the customer relationship once a service has gone live and moved into business-as-usual (BAU). The Service Delivery Manager sits between the company’s support/service desk team and each customer's lead contact, making sure delivery stays on track, problems get resolved, and customers always know where they stand. You will own SLA performance, monthly service reporting, service reviews, and the change and problem management process.
Your Day-to-Day: The Service Delivery Manager will partner closely with the Support Manager (and Support Team) ensuring they’re performing optimally. You will have the autonomy to fill your own diary with customer meetings. You will travel to meet customers onsite (mostly NI) to build rapport quickly and introduce your support team to them. You will be confident, personable and with a great attitude; ensuring you’re the customers go-to person.
Responsibilities:
- KPIs and Evidence (Reported Monthly): You'll be responsible for producing and standing behind the following each month:
- SLA compliance % of tickets meeting response and resolution targets, by priority.
- First response time Average and % within target, by priority.
- Resolution time Average and % within target, by priority.
- Customer satisfaction Post-ticket CSAT / survey scores, with trend.
- Service reviews Reviews held vs. scheduled; actions closed vs. open.
- Change requests Volume, lead time, and approval-to-implementation cycle time.
- Problem records Open/closed problems, recurring incident themes, and root-cause status.
- Report delivery Monthly service report issued on time, every time.
Essential Skills and Experience:
- Experience in a service delivery, account management, or customer success role within an IT, managed services, or technical environment.
- A confident, personable manner genuinely warm with customers, and able to build trust and rapport quickly.
- Comfortable owning difficult conversations: managing an SLA breach, an unhappy customer, or an overdue action without letting the relationship suffer.
- Good working knowledge of SLA, change management, and problem management processes (ITIL exposure is a plus, not a requirement).
- Strong reporting skills able to turn raw support data into something a customer stakeholder finds clear and credible.
- Organised and self-directed, comfortable managing multiple customer accounts in parallel.
- Existing right to work in Northern Ireland. We are unable to offer visa sponsorship for this role.
Desirable:
- Familiarity with a service desk or ITSM tool (e.g. Jira Service Management, Freshservice, ServiceNow).
The Service Delivery Manager will join a vibrant, high-achieving team in their beautiful Holywood Office. You will work across high-profile public sector and regulated client engagements. There is huge growth potential in this role with plans to grow a team under you!
If you’re interested, please apply or contact.
Service Delivery Manager (Holywood, Office-Based) TLNT1_NI employer: IrishJobs
As a Waste Resource Team Leader with our esteemed local authority client, you will be part of a dedicated team committed to enhancing community sustainability and environmental responsibility. Our organisation fosters a supportive work culture that prioritises employee development, offering training opportunities and a clear path for career progression. With competitive remuneration, including pension and holiday pay, along with the chance to make a meaningful impact in your community, this role is an excellent opportunity for those seeking rewarding employment in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (Holywood, Office-Based) TLNT1_NI
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IrishJobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IrishJobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager (Holywood, Office-Based) TLNT1_NI
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IrishJobs:Your cover letter is your chance to shine! Tell us why you want to work at IrishJobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IrishJobs!
How to prepare for a job interview at IrishJobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
