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 leave, flexible working, bonuses, and health perks.
- Other info: Great opportunities for personal growth and professional development.
- 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 40000 - 50000 £ 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 employer: Natilik
Natilik is an exceptional employer that prioritises the well-being and professional growth of its employees, offering a vibrant work culture in the heart of London. With a flexible working policy, competitive benefits including private medical insurance and generous annual leave, and a commitment to continuous improvement, Natilik empowers its Service Delivery Managers to excel in their roles while fostering strong client relationships. The company also provides ample opportunities for career advancement and personal development, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to current Service Delivery Managers on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your pitch! When you get the chance to chat with potential employers, make sure you can clearly articulate how your skills align with their needs. Highlight your client-centric approach and problem-solving abilities – those are key for a Service Delivery Manager.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that resonate with you. Check out our website for openings at Natilik and tailor your approach to show why you’re a perfect fit for their culture and values. We want to see your passion shine through!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. Reiterate your enthusiasm for the role and mention something specific from your conversation to remind them of your fit for the Service Delivery Manager position.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service delivery. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Client-Centric Approach:In your application, emphasise your commitment to client service. Share examples of how you've successfully managed client relationships or resolved issues in the past to demonstrate your client-centric mindset.
Highlight Your Problem-Solving Skills:We love a good problem solver! Include specific instances where you've identified challenges and implemented solutions. This will show us that you're proactive and can think on your feet.
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 see what you bring to the table!
How to prepare for a job interview at Natilik
✨Know Your Client-Centric Approach
Make sure you can articulate your understanding of client service and delivery. Prepare examples from your past experiences where you successfully managed client relationships or resolved issues, showcasing your commitment to outstanding service.
✨Familiarise Yourself with SLAs
Since the role involves managing service level agreements, brush up on what SLAs are and how they function. Be ready to discuss how you've ensured compliance with SLAs in previous roles and any strategies you've used for continual service improvement.
✨Demonstrate Problem-Solving Skills
Think of specific instances where you identified a problem and implemented a solution. Highlight your ability to work both independently and as part of a team to resolve service-related issues, as this is crucial for the Service Delivery Manager role.
✨Showcase Your Organisational Skills
Prepare to discuss how you manage multiple client communications and service deliverables. Bring examples that illustrate your time management skills and attention to detail, as these are key qualities for success in this position.
