At a Glance
- Tasks: Manage client services and ensure top-notch delivery of contracted offerings.
- Company: Join Natilik, a dynamic company focused on client success and service excellence.
- Benefits: Enjoy 25 days annual leave, flexible working, and access to wellness support.
- Other info: Great opportunities for personal growth and professional development await you!
- Why this job: Make a real impact by enhancing client relationships and driving service improvements.
- Qualifications: 1-2 years in service delivery, strong communication skills, and ITIL knowledge preferred.
The predicted salary is between 45000 - 55000 £ per year.
Location: London EC2M - Hybrid, 2 days per week in the office
Reports to: Client Success Director
The role:
Natilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role 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:
- 1-2 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 in London employer: Natilik
Natilik is an exceptional employer that prioritises the well-being and professional growth of its employees, offering a flexible working policy and a range of benefits including generous annual leave, private medical insurance, and opportunities for further education. With a strong focus on client service and a collaborative work culture, employees are empowered to make a meaningful impact while enjoying a supportive environment in the vibrant city of London. The company’s commitment to employee satisfaction and development makes it an attractive place for those seeking a rewarding career as a Service Delivery Manager.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more connections you make, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews! Research Natilik and understand their services inside out. Be ready to discuss how your experience aligns with their needs, especially around client service and delivery. Show them you’re the perfect fit!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the best choice for the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience in service delivery and client management, and show us how you can bring value to Natilik.
Showcase Your Skills:We want to see your outstanding interpersonal skills and problem-solving abilities. Use specific examples from your past roles to demonstrate how you've successfully managed client relationships and resolved issues.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured documents that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure to proofread for any typos!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Natilik
✨Know Your Client Service Inside Out
Make sure you understand the key aspects of client service delivery. Familiarise yourself with Natilik’s Managed Services and how they align with client needs. Be ready to discuss how you would ensure all deliverables are met within SLAs.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved service-related issues in the past. Highlight your proactive approach to finding solutions and how you’ve improved service delivery for clients.
✨Demonstrate Strong Communication Skills
Since this role involves liaising with various teams and clients, practice articulating your thoughts clearly. Think about how you can convey complex information simply and effectively during the interview.
✨Be Ready to Discuss Continuous Improvement
Think about ways you can contribute to continual service improvement. Prepare to share ideas on how you would initiate improvement plans and maintain strong relationships with clients to drive positive feedback.
