At a Glance
- Tasks: Lead and improve live service delivery while managing support teams and customer relationships.
- Company: Join a dynamic, creative multinational company in Doncaster.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Other info: Opportunity for international travel and hands-on leadership in a supportive environment.
- Why this job: Take ownership of service delivery and enhance customer experience in a growing business.
- Qualifications: Experience in service management and strong leadership skills required.
The predicted salary is between 45000 - 55000 € per year.
TBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment. We are looking to recruit a Service Delivery Manager on a permanent basis in Doncaster.
We’re looking for an experienced Service Delivery Manager to take ownership of live services following go-live and play a key role in strengthening and improving our service function. This role is responsible for service performance, customer relationships, and the leadership of our 1st and 2nd line support teams. You’ll work closely with customers, Business Analysts, Project Managers, and internal stakeholders to ensure services are stable, well-managed, and continuously improving. This is a hands-on leadership role. You’ll need to stay close to operational delivery while also driving improvements in service standards, processes, reporting, and overall customer experience. The role also requires flexibility, including acting as an out-of-hours escalation point for critical customer issues and international travel for face-to-face customer meetings and service reviews.
Key Responsibilities
- Own live service delivery post go-live, ensuring services remain stable, supported, and continuously improving.
- Lead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountability.
- Act as the senior operational contact for customers on all live service matters.
- Manage service performance against SLAs and KPIs, ensuring visibility and accountability across the function.
- Lead major incidents, escalations, and problem management activities through to resolution.
- Act as an out-of-hours escalation point for critical incidents where senior ownership and customer communication is required.
- Oversee the transition from project delivery into support, ensuring strong handover and service readiness.
- Drive continuous improvement across service delivery, support processes, reporting, and governance.
- Coordinate releases and change activity into live service in a controlled and customer-focused way.
- Lead customer service reviews and contribute to long-term account health and retention.
- Travel to customer sites, including international travel, for service reviews and relationship management where required.
Qualifications Skills & Experience
- Proven experience in a Service Delivery Manager or senior operational service role.
- Strong understanding of service management frameworks such as ITIL.
- Experience managing support teams and leading live service operations.
- Strong commercial awareness and customer relationship management skills.
- Experience building or improving service processes, governance, and reporting.
- Experience using Jira Service Management in a service delivery or support environment.
- Comfortable operating both strategically and in day-to-day service detail.
- Strong leadership skills with the ability to drive accountability and performance.
- Comfortable managing critical escalations, including outside normal business hours when required.
- Excellent communication, problem-solving, and stakeholder management skills.
Additional Information
This is an opportunity to take real ownership of live service delivery and play a key role in improving and strengthening how our service function operates as the business continues to grow. You won’t just be managing service — you’ll be helping raise standards, improve customer experience, and shape how we deliver support long term.
Service Delivery Manager in Doncaster employer: Konecranes
TBA Group offers a vibrant and innovative work environment in Doncaster, making it an excellent employer for those seeking to make a meaningful impact as a Service Delivery Manager. With a strong focus on employee growth, continuous improvement, and customer satisfaction, you will have the opportunity to lead dynamic support teams while enjoying the benefits of a multi-national company that values creativity and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Doncaster
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery approach and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in managing support teams and improving service processes can benefit the company. Keep it concise and impactful, showing that you’re the right fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Service Delivery Manager in Doncaster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with service management frameworks like ITIL and any leadership roles you've held. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about service delivery and how you can improve our customer experience. Keep it engaging and relevant to the job description.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved service processes or managed critical incidents. We love seeing quantifiable results that demonstrate your impact.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Konecranes
✨Know Your Service Delivery Inside Out
Make sure you brush up on your knowledge of service delivery management frameworks like ITIL. Be ready to discuss how you've applied these principles in your previous roles, especially in managing support teams and improving service processes.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in guiding 1st and 2nd line support teams. Think about specific situations where you set clear expectations and drove accountability, as this will resonate well with the interviewers.
✨Demonstrate Customer Relationship Management
Be ready to talk about your approach to building and maintaining strong customer relationships. Share stories that illustrate your ability to manage critical escalations and communicate effectively with stakeholders, especially during high-pressure situations.
✨Emphasise Continuous Improvement
Discuss your experience with driving continuous improvement in service delivery. Prepare to explain how you've identified areas for enhancement and implemented changes that positively impacted service performance and customer satisfaction.
