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For Companies At a Glance
- Tasks: Lead customer relationships and ensure top-notch service delivery while managing incidents and improvements.
- Company: Join a dynamic, ambitious company with a strong track record of employee retention and growth.
- Benefits: Enjoy hybrid working with two days from home and opportunities for rapid career progression.
- Why this job: Be part of a supportive culture focused on innovation and customer satisfaction, making a real impact.
- Qualifications: Experience in customer-facing roles, ITIL qualification, and strong problem-solving skills required.
- Other info: Travel to various locations for client meetings is essential, enhancing your networking opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for a Service Delivery Manager to join our well-established client. Hybrid working is in play for the successful Service Delivery Manager. Two to three days a week, the SDM will travel to Reigate (Surrey), East Sussex, and Cambridgeshire. On average, the SDM will be able to work from home for two days a week.
The Service Delivery Manager is a significantly customer-facing role that ensures customers have a local and dedicated point of contact regarding ongoing service delivery. The Service Delivery Manager (SDM) is responsible for all activity related to the efficient and effective provision of service to meet the requirements of customer contractual obligations, leading the client relationship for service. Alongside the Account Manager, the SDM acts as the single point of contact for the key customer representatives throughout the lifecycle of the managed services contract.
The SDM is expected to ensure that all aspects of the contractual obligations for their allocated customer(s) are understood by all areas of the business responsible for delivering all or any aspects of the service components. The SDM will ensure that should failures in meeting obligations arise, or service failures occur, the appropriate corrective action is implemented to restore service. The role requires travel to meet face to face with the customer and their subject matter experts.
Overall Purpose: Client relationship, management, and communication with customers to ensure that services delivered meet or exceed the standards required as specified within the service contract. Leading rapid and effective responses to major incidents including escalation, communication, resolution, closure, and post-incident analysis.
Main Responsibilities:
- Ensure we know our customers’ aims and desired direction, and provide a high-quality service that matches identified customer need.
- Undertake regular, scheduled customer visits across the Business South base to help form an ICT strategy and work with a wider team including account managers to implement accordingly.
- Owning and developing the knowledge base for the teams and supporting the customer base ensuring that the knowledge is documented and shared.
- Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identifying root cause and rollout of mitigating actions to permanently fix the underlying issue.
- Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix.
Knowledge & Experience:
- Experience working for an MSP or similar technology background.
- Experience working in a customer-facing role.
- Familiar with MSP operations: Ticketing systems, SLAs, client escalations.
- ITIL qualification.
- Incident Management: Handling outages, escalations, and root cause analysis.
- Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences.
- Creative, analytical problem solver with the ability to apply original and innovative thinking.
Service Delivery Manager employer: MFK Recruitment
Contact Detail:
MFK Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and best practices, as this role heavily relies on incident management and service delivery frameworks. Being able to discuss how you've applied these principles in past roles will demonstrate your readiness for the position.
✨Tip Number 2
Network with current or former Service Delivery Managers in similar companies. They can provide insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare specific examples of how you've successfully managed client relationships and resolved service issues in previous roles. Highlighting your problem-solving skills and customer focus will be crucial in showcasing your fit for this role.
✨Tip Number 4
Research the company’s recent projects and initiatives. Being knowledgeable about their operations and demonstrating a genuine interest in their goals will set you apart from other candidates during the interview process.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and customer-facing roles. Emphasise your familiarity with MSP operations, ticketing systems, and incident management, as these are crucial for the Service Delivery Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed client relationships and resolved service incidents in the past, showcasing your problem-solving skills.
Highlight ITIL Qualification: If you have an ITIL qualification, make sure to mention it prominently in your application. This certification is highly relevant to the role and demonstrates your understanding of best practices in service management.
Showcase Communication Skills: Since the role requires strong interpersonal skills, provide examples of how you've effectively communicated with both technical and non-technical audiences. This could be through previous job experiences or specific projects where communication was key.
How to prepare for a job interview at MFK Recruitment
✨Understand the Company Culture
Before your interview, take some time to research the company's culture and values. This will help you align your answers with what they are looking for in a Service Delivery Manager and demonstrate that you are a good fit for their team.
✨Showcase Your Customer-Facing Experience
Since this role is significantly customer-facing, be prepared to discuss your previous experiences in similar roles. Highlight specific examples where you successfully managed client relationships and resolved issues, as this will show your capability in handling customer needs.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle service incidents. Think of examples from your past work where you had to manage a major incident or improve service delivery, and be ready to explain your thought process.
✨Demonstrate Your Knowledge of ITIL and MSP Operations
Familiarise yourself with ITIL principles and MSP operations, as these are crucial for the role. Be ready to discuss how you've applied these frameworks in your previous positions, particularly in incident management and service delivery improvements.
