At a Glance
- Tasks: Manage client accounts and ensure top-notch service delivery across the UK.
- Company: Join a dynamic organisation in the public sector with a focus on service excellence.
- Benefits: Enjoy competitive pay, generous holidays, and flexible working arrangements.
- Other info: Great opportunities for professional development and career growth.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in managed services and knowledge of physical security systems required.
The predicted salary is between 40000 - 50000 £ per year.
Responsible for a portfolio of serviced customer accounts across the UK, ensuring services are delivered according to the contract specification and meet agreed KPIs and Service Levels.
As the first point of contact for key serviced clients, the Service Delivery Manager will be responsible for increasing the customer experience and liaising with internal North functions, including the service desk, NOC, PMO and field teams to ensure service excellence. As a customer facing role, a North Service Delivery Manager will own the client service relationship and oversee a range of activities to facilitate seamless service. A North Service Delivery Manager will be expected to maintain excellent customer relationships, a deep client understanding and technical awareness of key supported systems and be able to identify customer issues and needs and work with the business to resolve.
Both an organisational and technical role, working alongside on-site and remote personnel to ensure the highest c-sat standards are achieved and maintained, and new business opportunities are identified and developed. Be a North brand ambassador.
Responsibilities
- Act as a main point of contact for select number of contracted service clients
- Ensure processes and procedures are in place to support excellent service delivery and carry out regular reviews of these processes to ensure continuous improvement
- Carry out regular service reviews (at intervals determined by the contract and ad hoc as required) and take responsibility for actions which arise
- Liaise with business functions to monitor and measure service performance for each function in line with contract and client expectations
- Provide the client with technical advice and guidance in line with supported systems
- Take ownership of critical incidents and assist in coordination of all parties to ensure swift resolution
- Manage improvement strategies with the client and action these
- Supervise delivery of works and liaise with PMO to ensure delivery standards are maintained
- Supervise call queues and ticket levels to ensure swift resolution and escalate any concerns
- Account profitability, understanding the resources and costs required, and utilised, in the delivery of the contract
- Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract
- Contribute to a quarterly business review with large customers
- Contribute to the implementation of Service Improvement Plans for jeopardy contracts
Qualifications
- Have worked in a Managed Service environment with working knowledge of Physical Security.
- Technically aware of the technology stack for which North is delivering the managed service Physical security Systems.
- Previous knowledge with Physical Security essential - CCTV, Access Control & Fire Systems.
- Strong service management and planning skills.
- Understand commercial issues.
- Financial management awareness.
- Good working knowledge of Microsoft applications e.g. Word, Excel, PowerPoint, etc.
- Ability to manage a multi-skilled service delivery team both internal and via partners.
- Excellent communication skills.
- Ability to meet strict deadlines.
- An awareness of ITIL V3 or V4 and ability to understand the full-service lifecycle.
- Project Management experience and qualification, Prince 2 or equivalent would be an advantage.
- Ability to use data analytics to drive focus and service improvements.
Benefits
- We offer a competitive remuneration package reflective of the candidate’s skills and experience, along with a range of benefits typical for roles within the IT sector, including:
- Generous holiday entitlement
- Contributory pension scheme
- Healthcare and wellbeing programmes
- Professional development and training opportunities
- Flexible working arrangements subject to business needs
- Employee assistance programmes
If you are a proactive and detail-oriented professional looking to make a meaningful impact within a dynamic organisation, we welcome your application. Please submit your CV and complete the application form.
We can only accept candidates who have the Right To Work in the UK.
Service Delivery Manager (Scotland) employer: North-PB
At North, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee growth and development. As a Service Delivery Manager in Scotland, you will benefit from a competitive remuneration package, generous holiday entitlement, and flexible working arrangements, all while contributing to a dynamic team dedicated to delivering outstanding service excellence. Join us to make a meaningful impact and enjoy a range of healthcare and wellbeing programmes designed to support your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (Scotland)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at North-PB. 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 North-PB 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 (Scotland)
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 North-PB:Your cover letter is your chance to shine! Tell us why you want to work at North-PB 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 North-PB!
How to prepare for a job interview at North-PB
✨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.
