At a Glance
- Tasks: Lead a team to deliver exceptional customer service and improve processes.
- Company: Established IT consultancy with a collaborative and supportive culture.
- Benefits: Competitive salary, pension, private medical insurance, and enhanced annual leave.
- Other info: Enjoy genuine autonomy and long-term career progression opportunities.
- Why this job: Make a real impact while building lasting client relationships in a growing business.
- Qualifications: Experience in service delivery or customer success and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
- Service Delivery Manager
- Belfast (Office-Based) | £40,000-£50,000 DOE
Are you passionate about delivering exceptional customer service and building long-lasting client relationships?
Do you enjoy leading people, improving processes and making a real impact within a growing business?
We're recruiting on behalf of a well-established
IT consultancy that is looking for a Service Delivery Manager to take ownership of its support function.
This is a fantastic opportunity to join a collaborative, close-knit team where your ideas will be valued, your contribution recognised, and you'll have genuine influence over how services are delivered.
The Role
As Service Delivery Manager, you'll act as the bridge between customers and the technical support team, ensuring services are delivered to the highest standard while building strong, trusted client relationships.
You’ll lead a small team of Support Engineers, overseeing day-to-day operations, monitoring SLA performance, producing meaningful customer reports and driving continual service improvement.
This is a hands-on management role where you'll work closely with both customers and internal teams to ensure expectations are exceeded.
- What You'll Be Doing
- Taking ownership of service delivery across a portfolio of customer accounts.
- Managing and mentoring a small team of Support Engineers, helping them develop and succeed.
- Monitoring SLA performance and ensuring service commitments are consistently achieved.
- Producing and presenting monthly service reports to customers.
- Chairing service review meetings and following up on agreed actions.
- Managing escalations and acting as the main point of contact for customer issues.
- Working alongside project managers and technical teams to ensure smooth service transitions.
- Identifying opportunities to improve processes, reporting and overall customer experience.
- What We’re Looking For
We're looking for someone who enjoys building relationships just as much as solving problems.
You'll ideally have
- Previous experience in a Service Delivery, Customer Success, Account Management or IT Managed Services environment.
- Experience leading or mentoring a small technical or support team.
- A solid understanding of SLAs, customer reporting and service management.
- Strong organisational skills and the ability to manage multiple priorities.
- Excellent communication skills with the confidence to handle difficult conversations professionally.
- A proactive approach and the willingness to roll up your sleeves when needed.
Why Join?
This consultancy has built a reputation not only for delivering excellent service to its clients but also for creating an environment where people genuinely enjoy coming to work.
You’ll be joining a business where
- People trust each other and work collaboratively.
- Hard work and initiative are recognised and rewarded with flexibility.
- The culture is relaxed, supportive and down-to-earth.
- Teams regularly socialise together and enjoy a strong sense of camaraderie.
- You’ll have real ownership of customer relationships and the opportunity to influence how the support function evolves as the business continues to grow.
- What’s on Offer
- Salary of
£40,000-£50,000 , depending on experience.
- Office-based role in Belfast.
- Pension and private medical insurance.
- Enhanced annual leave and additional employee benefits.
- Genuine autonomy and the opportunity to shape a growing service function.
- Long-term career progression within an expanding consultancy.
If you're an experienced Service Delivery professional looking for a role where you can lead a team, build lasting client relationships and make a real difference, we'd love to hear from you.
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Service Delivery Manager employer: MCS Group
MCS Group is an exceptional employer, offering a dynamic work environment where technical expertise meets customer service excellence. With a strong commitment to employee growth, comprehensive training, and a supportive team culture, this role as a Field Telecoms Engineer provides the opportunity to work on critical infrastructure projects while enjoying the benefits of a competitive salary and company vehicle. Located in Northern Ireland, MCS fosters a diverse and inclusive workplace, ensuring that every team member can thrive and contribute meaningfully.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MCS Group. 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 MCS Group 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
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 MCS Group:Your cover letter is your chance to shine! Tell us why you want to work at MCS Group 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 MCS Group!
How to prepare for a job interview at MCS Group
✨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.
