At a Glance
- Tasks: Manage customer accounts, ensuring top-notch service delivery and client satisfaction.
- Company: Join a leading public sector organisation committed to service excellence.
- Benefits: Enjoy generous holidays, pension schemes, healthcare, and flexible working options.
- Other info: Great opportunities for professional growth and development in a dynamic environment.
- Why this job: Be the face of our brand and make a real difference in customer experience.
- Qualifications: Experience in managed services and knowledge of physical security systems required.
The predicted salary is between 35000 - 45000 £ 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 elevate 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
- 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
We can only accept candidates who have the Right To Work in the UK.
Service Delivery Manager (Scotland) employer: north tech1
As a Service Delivery Manager at North, you will thrive in a supportive and dynamic work culture that prioritises employee growth and development. With generous benefits including a contributory pension scheme, healthcare programmes, and flexible working arrangements, North is committed to fostering a positive environment where your contributions are valued and recognised. Join us in Scotland, where you can make a meaningful impact on client relationships while enjoying a fulfilling career in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (Scotland)
✨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 north tech1, 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 north tech1 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 (Scotland)
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 north tech1 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 north tech1
✨Get to Know Public Sector Values
Before your interview with north tech1, 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 north tech1.
