At a Glance
- Tasks: Manage customer engagement and ensure high-quality service delivery.
- Company: Dynamic company focused on IT service management with a collaborative culture.
- Benefits: Flexible working, wellness support, and 25 days annual leave plus bank holidays.
- Other info: Enjoy social events and opportunities for volunteering in the community.
- Why this job: Be part of impactful projects and develop your skills in a supportive environment.
- Qualifications: Experience in ITIL and strong customer relationship skills required.
The predicted salary is between 45000 - 55000 £ per year.
Role Overview
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 will work for designated accounts within Managed Services, ensuring that business as usual activity is delivered within agreed service levels, and act as a direct point of contact with key stakeholders.
What You Will Do
The Service Delivery Manager will take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary.
They will also ensure contracts are delivering within the scope for the designated Customers(s), monitor contracted and agreed Service Quality measures, and contribute to SLA Breach Monitoring.
Why It Might Be a Fit
The ideal candidate will have a working knowledge of ITIL and experience within an IT Service Management environment, as well as strong customer relationship skills and the ability to work under pressure with excellent time management skills.
Requirements
- 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
- 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 Linked In 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
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Contact Details:
Methods Business and Digital Technology Recruitment Team
