At a Glance
- Tasks: Manage client services and ensure top-notch delivery of contracted offerings.
- Company: Join Natilik, a global tech solutions partner with a people-first approach.
- Benefits: Enjoy 25 days leave, flexible working, and access to wellness support.
- Other info: Hybrid role in London with great career growth opportunities.
- Why this job: Make a real impact by enhancing client relationships and driving service excellence.
- Qualifications: 2 years in service delivery; ITIL accreditation is a plus.
The predicted salary is between 55000 - 55000 £ per year.
Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.
The role of Service Delivery Manager (12 month fixed term contract) is pivotal in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.
On a day to day basis, the Service Delivery Manager will:
- Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings
- Ensure all contracted deliverables are scheduled within the service level agreements (SLAs)
- Provide reporting for clients, including service reviews that would highlight any breaches in SLAs
- Proactively initiate improvement plans as part of continual service improvement
- Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution
- Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts
- Work with Natilik partners to make sure their services meet expected levels of excellence
- Maintain all service documents efficiently including service operation manuals, support articles and escalation paths
- Spend time on site with clients as required to build strong relationships
- Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements
- Identify opportunities for additional service opportunities
- Ensure that client asset inventories are maintained and regularly reviewed with clients
How you will make an impact:
- By providing outstanding service to our clients
- Generating positive client feedback through NOC, CSAT and NPS
- Through outstanding service, enable Natilik to retain clients
- Helping Natilik keep and improve its outstanding NPS
- Acting as a conduit between the client and Natilik and ensuring the overall relationship is positive
- Driving timely renewals
Key Qualities:
- An uncompromising commitment for client service and delivery
- Outstanding interpersonal skills, allowing you to communicate effectively with a variety of people
- A team player, that can work with teams internally and externally, sharing knowledge, and aiding results
- Organisational skills, allowing you to manage your time effectively and pay close attention to detail
- A problem solver, that can find proactive solutions for clients both alone and as part of a team
- A chameleon, that can adapt their approach to clients where necessary
Experience:
- 2 years experience in an externally facing service delivery role (or related) in a Managed Service environment
- ITIL foundation accreditation desirable
- Understanding of Natilik’s product offerings desirable
- Intermediate skills with the Microsoft Office Suite
Benefits:
Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:
- 25 days annual leave (+ bank holidays) rising with tenure
- Quarterly Awards and Bonuses
- Flexible Working Policy
- Competitive pension scheme
- Access to Financial Wellness support
- Industry-leading home working and mobility technology
- Private Medical Insurance
- Company shares (available after One year tenure)
- Medicash (Cashback Scheme)
- Retail discounts via Medicash
- Access to EAP scheme for you and your household
- Vehicle lease salary sacrifice scheme (available after One year tenure)
- Cycle to Work Scheme
- Annual paid volunteering day
- Enhanced parental leave
- Access to funding for additional qualifications and courses
- Access to paid study leave
Service Delivery Manager (12 month FTC) in London employer: Natilik
At Natilik, we pride ourselves on being an exceptional employer that prioritises the well-being and growth of our employees. Our vibrant work culture fosters collaboration and innovation, while our comprehensive benefits package, including flexible working policies and opportunities for professional development, ensures that our team members can thrive both personally and professionally. As a Conversational AI Architect, you'll play a pivotal role in shaping cutting-edge solutions within a supportive environment that values diversity and encourages continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (12 month FTC) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Natilik. 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 Natilik 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 (12 month FTC) in London
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 Natilik:Your cover letter is your chance to shine! Tell us why you want to work at Natilik 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 Natilik!
How to prepare for a job interview at Natilik
✨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.
