At a Glance
- Tasks: Lead service delivery for a major public sector customer and drive continuous improvement.
- Company: Dynamic organisation focused on exceptional customer experiences in the public sector.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Join a collaborative team with opportunities for growth and career advancement.
- Why this job: Make a real impact by enhancing service delivery and building strong customer relationships.
- Qualifications: Experience in service delivery management and ITIL v4 certification required.
The predicted salary is between 40000 - 50000 £ per year.
Overview
We're looking for an experienced Dedicated Service Delivery Manager to become the primary point of contact for a major public sector customer, taking ownership of the ongoing delivery and continual improvement of services.
Working closely with the customer and internal technical, operational and commercial teams, you'll ensure contractual commitments are met, service performance is continuously enhanced, and the customer receives an exceptional experience throughout the partnership.
This is a highly visible, customer-facing role requiring strong stakeholder management, commercial awareness and a proactive approach to driving service excellence.
Key Responsibilities
- Act as the dedicated Service Delivery Manager for a major public sector customer
- Build trusted relationships with key customer stakeholders, acting as their primary operational contact
- Take ownership of contractual service obligations, identifying risks and ensuring appropriate mitigation plans are in place
- Chair regular Service Review Meetings, presenting service performance, trends and improvement plans
- Produce high-quality Service Management Reports covering KPIs, SLAs, service trends and continual improvement activities
- Drive Continual Service Improvement (CSI) initiatives that enhance customer outcomes and operational performance
- Own operational escalations, coordinating internal teams to achieve timely resolution
- Work collaboratively with Account Management to support the customer's strategic objectives and identify opportunities to add value
- Monitor and report on service performance, ensuring contractual commitments are consistently achieved
- Review service delivery performance, helping ensure services remain efficient, effective and commercially sustainable
- Provide accurate reporting, forecasting and service updates to both customer and internal stakeholders
- Build strong relationships across technical, service and commercial teams to ensure a seamless customer experience
What Success Looks Like
- Excellent customer satisfaction and long-term relationship management
- Consistent achievement of SLA and KPI targets
- Successful delivery of continual service improvement initiatives
- Effective management of service risks and escalations
- Strong collaboration between customer and internal teams
- Efficient, commercially effective service delivery
Experience & Qualifications
- ITIL v4 Foundation certification (essential)
- Previous experience as a Service Delivery Manager, Service Manager or Customer Success Manager within a technology, managed services or telecommunications environment
- Experience managing a strategic or enterprise customer
- Strong understanding of ITIL service management principles
- Experience producing service reports and presenting to senior stakeholders
- Commercial awareness with an understanding of contracts and service performance
- Experience using ITSM platforms such as ServiceNow or equivalent
- Proficient with Microsoft Office, particularly Excel, PowerPoint and Word
Skills & Attributes
- Outstanding communication and stakeholder management skills
- Ability to build credibility and trusted relationships at all levels
- Customer-focused with a proactive, solutions-oriented mindset
- Strong organisational skills with the ability to manage multiple priorities
- Calm under pressure with excellent problem-solving abilities
- Commercially aware and able to balance customer satisfaction with business objectives
- Passionate about delivering service excellence and continual improvement
Service Delivery Manager in Swansea employer: Neoci Ltd
As a Service Delivery Manager in Swansea, you will join a dynamic team dedicated to delivering exceptional service to a major public sector customer. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, ensuring you can enhance your skills while making a meaningful impact. With a strong focus on service excellence and a commitment to employee well-being, we offer a supportive environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Swansea
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Neoci Ltd, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Neoci Ltd and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Service Delivery Manager in Swansea
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Neoci Ltd and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Neoci Ltd
✨Get to Know Public Sector Values
Before your interview with Neoci Ltd, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Neoci Ltd.
