EMS Service Delivery Manager

EMS Service Delivery Manager Employment Type: Full time Location: UK Working Pattern: Remote Closing Date: 27th November The Service Delivery Manager is responsible for the management of day-to-day operations of the Embridge Managed Services (EMS) Team ensuring a professional, efficient and effective service is provided to all EMS customers. The role includes line management of a designated group of Managed Services team members, providing mentoring and support to help them deliver high-quality consultancy services to Embridge customers. Responsibilities also include monitoring performance against targets, maintaining service quality, and working under the direction of the Head of Customer Success to promote team wellbeing, safe working practices, and the effective management of any personnel or HR-related matters. This position is responsible for supervising the activities of the assigned team members and ensuring the smooth running of the allocated group, its service delivery, and associated commitments. The successful candidate will contribute to the continued growth of the Managed Services Team by encouraging the identification of upsell opportunities within the existing customer base. They will also support product development and innovation by providing feedback on customer trends, requirements, and insights gathered through service delivery activities. Benefits of Embridge 25 days paid holiday plus Competitive salaries Health benefits and paid volunteer days Pension contribution Excellent career progression Unit4 certifications Key Responsibilities Include To respond to customers in a timely manner and in accordance with customers SLAs. To research and own logged tickets and provide the customer with a solution, work-around or action plan to achieve a utilisation target of 35%. To assist colleagues with their tickets and act as an escalation point for customers. To ensure consistent and professional delivery of the assigned teams managed service. To perform mentoring and coaching for Managed Services Team members. To manage, develop, and grow a high-performance team, to achieve exceptional service delivery, meeting defined utilisation and customer satisfaction targets. Ensuring the Embridge Managed service offering conforms to the ITIL framework and service delivery best practices and oversee continuous improvement of service delivery. Support ongoing business development for the Managed Services team and work with Sales