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- Tasks: Lead customer service contracts and ensure top-notch service delivery.
- Company: Join a growing team in a dynamic IT support environment.
- Benefits: Competitive salary, career growth, and a supportive work culture.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: 5+ years in service delivery management with strong communication skills.
- Other info: Opportunity to influence leadership and work with cutting-edge Microsoft technologies.
The predicted salary is between 36000 - 60000 £ per year.
As we continue to grow and strengthen our support and managed services offerings, we are seeking an experienced Service Delivery Manager to join our team.
Responsibilities:
- Provide end to end ownership of customer service contracts
- Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
- Coordinate effort and liaise between nearshore and offshore teams
- Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
- Ensure effective management and process controls are in place, and escalation is effective where necessary
- Act as a point of contact and escalation for contracted end customers
- Build services relationships with customers
- Track performance of services and prepare reporting on SLAs & KPIs
- Produce regular management reports for customers and attend review meetings
- Provide analysis, feedback and actions based on trends, root cause analysis and other reports
- Manage service improvement plans, inclusive of formalized creation and ownership with end customers
- Take an active involvement in recruitment and team retention
- Participate in offering improvements and creation
Requirements:
- Minimum of 5 years' service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft Technology
- Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
- Demonstrable problem-solving skills
- Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
- Organised and delivery focused, strong planning skills and process driven
- Superior time-management skills along with strong sense of urgency
- People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
- Able to work independently with minimal direction
- Experience in Microsoft Technology
- ITIL certified
Service Delivery Manager in London employer: KPMG UK
Contact Detail:
KPMG UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Delivery Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their ITIL processes and how they manage service delivery. This will help you demonstrate your knowledge and show that you’re genuinely interested in the role.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life scenarios where you’ve successfully managed incidents or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in IT support and managed services, especially with Microsoft Technology. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate your ability to communicate effectively. Share examples of how you've built relationships with customers or influenced leadership communities in your previous roles.
Highlight Problem-Solving Experience: We love a good problem-solver! In your application, include specific instances where you've tackled challenges in service delivery. This will show us that you have the skills to manage incidents and improve services.
Apply Through Our Website: Don't forget to apply 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 StudySmarter and what we do!
How to prepare for a job interview at KPMG UK
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in your previous roles, especially in problem and incident management. This will show that you understand the framework and can effectively deliver customer outcomes.
✨Showcase Your Communication Skills
As a Service Delivery Manager, strong communication is key. Prepare examples of how you've successfully liaised between teams or managed customer relationships. Think about times when you had to communicate complex information to senior managers or directors and how you made it clear and actionable.
✨Demonstrate Problem-Solving Prowess
Be ready to share specific instances where you've tackled challenges head-on. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Highlight your analytical skills and how you've used root cause analysis to drive service improvements.
✨Prepare for Performance Metrics Discussion
Familiarise yourself with common SLAs and KPIs relevant to service delivery. Be prepared to discuss how you've tracked performance in the past and what reporting methods you've used. This will demonstrate your ability to manage service improvement plans effectively.