At a Glance
- Tasks: Manage customer engagement and ensure high-quality service delivery.
- Company: Dynamic company focused on IT service management with a supportive culture.
- Benefits: Flexible working, wellness support, and access to professional development resources.
- Other info: Enjoy social events and opportunities for community volunteering.
- Why this job: Be part of impactful projects while developing your skills in a collaborative environment.
- Qualifications: Experience in ITIL and customer service management, with strong organisational skills.
The predicted salary is between 40000 - 50000 £ per year.
The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts. They work for designated accounts within Managed Services, ensuring business as usual activity is delivered within agreed service levels and act as a direct point of contact with key stakeholders.
The Service Delivery Manager will take ownership and act as a Customer liaison between designated Customers and the support team, responding to items or escalating as necessary. They will ensure contracts are delivering within the scope for the designated Customers(s) and monitor contracted and agreed Service Quality measures.
The ideal candidate will have:
- Working knowledge of ITIL
- Experience within an IT Service Management environment
- Experience of actively managing the customer experience from a Service Desk perspective
- Experience of working in agile Delivery Manager capacity
- Understanding of Agile Methodology and Project management skills
- Strong customer relationship skills
- Ability to work under pressure with excellent time management skills
- Strong organisation and customer service skills
- Decision making skills to resolve issues or make recommendations
- Excellent attention to detail together with a proactive approach to problem solving
- Ability to work independently
- Excellent knowledge of Windows applications and the MS O365 Suite
- Knowledge of ITSM tools
- Strong communication and active listening skills
Benefits include:
- Autonomy to develop and grow your skills and experience
- Part of exciting project work that is making a difference in society
- Strong, inspiring and thought-provoking leadership
- Supportive and collaborative environment
- Development – access to LinkedIn Learning, a management development programme, and training
- Wellness – 24/7 confidential employee assistance programme
- Flexible Working – including home working and part time
- Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes
- Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year
- Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation
- Pension – Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
- Life Assurance – of 4 times base salary
- Private Medical Insurance – which is non-contributory (spouse and dependents included)
- Worldwide Travel Insurance – which is non-contributory (spouse and dependents included)
- Enhanced Maternity and Paternity Pay
- Travel – season ticket loan, cycle to work scheme
Contact Details:
Methods Business and Digital Technology Recruitment Team
