At a Glance
- Tasks: Lead service delivery for a strategic restaurant customer and ensure top-notch customer experience.
- Company: Join a dynamic team in the Quick Service Restaurant industry.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work culture.
- Other info: Fast-paced environment with a focus on continuous improvement and operational excellence.
- Why this job: Be the voice of the customer and drive impactful service improvements.
- Qualifications: 7-10 years in service delivery or customer success, with strong relationship management skills.
The predicted salary is between 50000 - 60000 £ per year.
Location: East Finchley, England (Customer Site – Full-Time Onsite)
Reports To: Executive Services Senior Manager (ESSM)
Industry: Quick Service Restaurants (QSR)
Position Summary
The Service Delivery Manager (SDM) serves as the primary onsite operational representative for a strategic restaurant customer, ensuring the successful delivery of services, achievement of contractual commitments, and continuous improvement of the overall customer experience. The SDM is a highly visible customer-facing leader who builds trusted relationships with customer stakeholders, coordinates cross-functional teams, and drives service excellence across all aspects of the account.
Working closely with the Executive Services Senior Manager (ESSM), the SDM acts as the voice of the customer within the organization while providing operational leadership and proactive account management. The role combines customer engagement, service delivery oversight, operational analysis, incident management, and continuous improvement to ensure business outcomes are achieved.
Based full-time at the customer's East Finchley office, the SDM serves as a dedicated partner to the customer, providing day-to-day leadership and coordination across support, engineering, suppliers, and service management teams. The SDM is expected to identify opportunities to improve performance, reduce operational risk, and support contract growth and retention initiatives.
Key Responsibilities
- Customer Relationship Management
- Serve as the primary onsite point of contact for all service delivery matters.
- Develop and maintain strong relationships with customer stakeholders at operational and management levels.
- Build trust through proactive communication, transparency, and consistent execution.
- Act as the voice of the customer, ensuring business requirements and expectations are understood across internal teams.
- Support the ESSM in strategic account planning, service reviews, customer retention, and growth activities.
- Facilitate regular customer meetings, documenting actions, decisions, risks, and follow-up activities.
- Service Delivery & Operations
- Own day-to-day service delivery performance for the assigned customer account.
- Ensure contractual obligations, service commitments, SLAs, and key performance indicators are achieved.
- Monitor incidents, service requests, changes, and problem management activities to ensure timely resolution.
- Coordinate cross-functional teams including Service Desk, Incident Management, Engineering, Field Services, Supplier Management, and Customer Success teams.
- Provide operational leadership during service disruptions, major incidents, and escalations.
- Drive accountability across support organizations to ensure customer-impacting issues are resolved effectively.
- Identify operational risks and implement mitigation plans before business impact occurs.
- Performance Management & Reporting
- Review operational data, trends, and service metrics to assess overall account health.
- Deliver weekly, monthly, and quarterly service reviews with meaningful business insights.
- Analyze service performance, highlighting opportunities for improvement and risk reduction.
- Translate complex operational data into clear customer-facing communications and recommendations.
- Maintain accurate reporting related to service levels, incident performance, customer experience, and operational effectiveness.
- Support executive reporting requirements for both customer and internal leadership teams.
- Continuous Improvement & Service Excellence
- Identify recurring issues and drive root-cause analysis activities.
- Lead service improvement initiatives focused on stability, efficiency, customer satisfaction, and operational performance.
- Collaborate with technical and operational teams to implement process improvements and best practices.
- Promote a culture of continuous improvement through data-driven decision making.
- Support operational transformation projects and service modernization initiatives.
- Recommend improvements to services, processes, tools, and reporting capabilities.
- Strategic Account Support
- Partner with the ESSM to support contract retention, customer satisfaction, and account growth objectives.
- Identify opportunities for additional services, operational improvements, and value-added solutions.
- Support business reviews, proposals, and strategic planning initiatives.
- Collaborate with Sales, Solution Consultants, and Service Leadership teams when opportunities are identified.
- Provide customer insight and operational context to support commercial decision-making.
- Governance & Compliance
- Ensure adherence to contractual commitments and governance processes.
- Participate in customer audits, compliance reviews, and operational assessments as required.
- Maintain service documentation, action logs, risk registers, and operational records.
- Ensure alignment with organizational policies, security requirements, and customer standards.
Required Experience & Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Management, or a related discipline.
- 7–10 years of experience in Service Delivery, Customer Success, Account Management, Operations Management, or a related customer-facing technology services role.
- Proven experience managing strategic customer relationships within a technology services environment.
- Experience working with enterprise customers in the Quick Service Restaurant (QSR) industry.
- Demonstrated success managing service performance against contractual SLAs and KPIs.
- Experience leading customer escalations and driving issue resolution across multiple teams.
- Strong understanding of IT Service Management (ITSM) principles and operational processes.
- Experience delivering executive-level presentations and service reviews.
Technical & Professional Skills
- Service Delivery Expertise
- Strong understanding of Incident, Problem, Change, Request, and Service Level Management processes.
- Knowledge of customer support operations and managed services environments.
- Familiarity with supplier and third-party service management.
- Analytical & Operational Skills
- Strong analytical and problem-solving capabilities.
- Ability to identify trends, risks, and improvement opportunities from operational data.
- Experience using reporting tools and dashboards to drive business decisions.
- Understanding of operational KPIs, SLAs, customer satisfaction, and service performance metrics.
- Customer & Relationship Management
- Exceptional stakeholder management skills.
- Strong negotiation and conflict-resolution abilities.
- Ability to influence outcomes without direct authority.
- Proven ability to establish credibility with both customer and internal leadership teams.
- Communication & Collaboration
- Excellent verbal, written, and presentation skills.
- Ability to communicate effectively with technical teams, operational leaders, and customer executives.
- Strong facilitation and meeting leadership capabilities.
- Ability to work collaboratively across global and cross-functional teams.
- Technology Skills
- Proficiency in Microsoft 365 Suite.
- Experience with ServiceNow or similar ITSM platforms.
- Experience with reporting and visualization tools such as Power BI.
- Strong working knowledge of service management and operational reporting tools.
Success Profile
- People describe you as a trusted advisor who builds strong customer relationships through credibility and execution.
- A proactive problem solver who identifies risks before they become issues.
- A collaborative leader who brings together teams to deliver results.
- A confident communicator who can engage equally with frontline teams and senior executives.
- A strategic thinker who balances operational excellence with long-term customer success.
- A service delivery professional who thrives in fast-paced, customer-focused environments.
Key Measures of Success
- Achievement of contractual SLAs and KPIs.
- Customer satisfaction and relationship health.
- Successful management of incidents, escalations, and service risks.
- Delivery of service improvement initiatives.
- Accuracy and quality of operational reporting.
- Retention and growth of the customer relationship.
- Positive stakeholder feedback from customer and internal leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (SDM)- Restaurants (Open) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NCR Voyix. 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 NCR Voyix 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 (SDM)- Restaurants (Open) 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 NCR Voyix:Your cover letter is your chance to shine! Tell us why you want to work at NCR Voyix 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 NCR Voyix!
How to prepare for a job interview at NCR Voyix
✨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.
