At a Glance
- Tasks: Ensure top-notch customer experience and manage service delivery for our clients.
- Company: Join Nomios, a leader in Network and Cyber Security, committed to a secure future.
- Benefits: Competitive salary, hybrid work, free snacks, and opportunities for professional growth.
- Other info: Enjoy a supportive environment with high-calibre experts and exciting career development.
- Why this job: Be part of a dynamic team making a real impact in the tech industry.
- Qualifications: Experience in service delivery management and strong communication skills required.
The predicted salary is between 63000 - 77000 £ per year.
Nomios' mission is to build a ‘secure and connected’ future. Organisations across Europe depend on us to help secure and connect their digital infrastructures. In support of our rapid and continued UK growth, we are currently seeking a Service Delivery Manager to join our fast-growing Services team and ensure customer excellence. This is a fantastic opportunity to grow your career in the Network and Cyber Security space, with a company that values its people and offers opportunities for development.
Your role as Service Delivery Manager:
As Service Delivery Manager, you will be responsible for the end-to-end customer experience for the services we deliver, serving as the customer’s internal point of contact for any service-related enquiries. The Service Delivery Manager will help deliver customer value by maximising the IT service quality. You will build knowledge management of our customer's environment by understanding and aligning with three main service streams: people, processes, and technology. The successful candidate will be result-orientated, focused, and possess exceptional attention to detail. You should enjoy problem-solving and getting things done in a fast-paced environment, and should be motivated to succeed, with a desire to continuously learn and improve.
Responsibilities:
- Own the Service Transition for onboarding of new customers and of new services for existing customers
- Successfully deliver customers’ Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Maintain and lead Service Reviews with customers and internal stakeholders
- Work closely with the internal Nomios Technical Assistance Centre (nTAC) to ensure positive outcomes for customers
- Oversee and execute core ITIL processes for customers (Major Incident Management, Change Management, and Problem Management)
- Define, maintain, and improve Service Reporting
- Identify areas for improvement across the Service Delivery landscape; own improvement initiatives that deliver value to Nomios
- Manage Customer Satisfaction Levels through effective surveys and service performance measurement
- Own customer documentation such as operations handbooks, service introductions, and bespoke service processes
- Support Sales Account Managers with identification and progression of further Managed Services business
- Ensure that vendors meet their targets as part of the SoW
Requirements:
- Fluent in English with excellent written and oral communication skills
- Strong persuasion skills and a talent for delivering engaging presentations
- Degree (preferably Business or Information Technology), or equivalent work experience
- Ability to build strong, trusting relationships quickly
- At least three years’ experience as Service Delivery Manager for a mature SOC
- Knowledge of Service Management tools, such as: CRM, Salesforce, Confluence, Power apps, Microsoft 365
- Solid understanding of cyber security concepts, including SIEM, EDR, XDR
- Strong team player
- Ability to work under pressure, handling escalations calmly and competently
- Ability to use initiative and work independently
- Organised and professional with the ability to multi-task
- Excellent senior stakeholder and relationship management
- Proactive, ‘can do’ approach; willing to rise to a challenge
- Analytical, enjoying creating reports and documentation, whilst able to explore new ideas
You will regularly be required to attend customer sites across the UK and must therefore hold a full UK driving licence.
Job Specifics:
- This is a hybrid role, requiring regular visits to customer sites in London and surrounding areas and occasional attendance at our Basingstoke office.
- Hours are full-time: Monday - Friday, 9:00am - 5:30pm, although some flexibility will be required.
- Some travel should be expected, including overnight stays in the UK and occasionally abroad when necessary.
Why would you choose to come and work for us?
We invest in our people. You will get to work in a dynamic, fast-paced environment where you are free to use your initiative in support of our strategic objectives. You will work alongside high calibre sales, technical, and operational experts as part of a supportive, tight-knit team, within which every individual has an important part to play and makes a real difference. Nomios offers a highly competitive salary and commission scheme along with industry-leading benefits.
Ready to make an impact? Apply now!
Nomios is an equal opportunity employer and is committed to creating and sustaining an environment in which everyone is provided with an equal opportunity to grow and develop, and no individual will be unjustly discriminated against. This includes, but is not limited to, discrimination because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation.
Locations
Service Delivery Manager in Basingstoke, Hampshire employer: Nomios
At Nomios, we pride ourselves on being an exceptional employer, offering a dynamic and fast-paced work environment where innovation thrives. Our Basingstoke office fosters a collaborative culture, allowing IT Engineers to work alongside top-tier professionals while enjoying flexible working arrangements. We are committed to investing in our employees' growth, providing competitive salaries, industry-leading benefits, and a supportive atmosphere that values every team member's contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Basingstoke, Hampshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nomios. 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 Nomios 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 in Basingstoke, Hampshire
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 Nomios:Your cover letter is your chance to shine! Tell us why you want to work at Nomios 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 Nomios!
How to prepare for a job interview at Nomios
✨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.
