At a Glance
- Tasks: Manage customer accounts, ensuring top-notch service delivery and client satisfaction.
- Company: Dynamic company focused on service excellence in the security sector.
- Benefits: Generous holidays, pension scheme, healthcare, and flexible working options.
- Other info: Great opportunities for professional development and career growth.
- Why this job: Be the key contact for clients and drive service improvements in a fast-paced environment.
- Qualifications: Experience in managed services and strong communication skills 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. Act as the first point of contact for key serviced clients, enhancing customer experience and liaising with internal functions (service desk, NOC, PMO, field teams) to guarantee service excellence.
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 conduct regular reviews for continuous improvement.
- Carry out regular service reviews and take responsibility for actions that arise.
- Liaise with business functions to monitor and measure service performance in line with contract and client expectations.
- Provide the client with technical advice and guidance for supported systems.
- Take ownership of critical incidents and coordinate with all parties to ensure swift resolution.
- Manage improvement strategies with the client and execute them.
- Supervise delivery of works and coordinate with PMO to maintain delivery standards.
- Supervise call queues and ticket levels to ensure swift resolution and raise concerns when necessary.
- Account for profitability, understanding the resources and costs required and utilised in the delivery of the contract.
- Prepare regular service reports incorporating KPIs to show performance against contract terms.
- Contribute to a quarterly business review with large customers.
- Contribute to the implementation of Service Improvement Plans for jeopardy contracts.
Qualifications
- Experience in a managed service environment with knowledge of physical security systems.
- Technical awareness of the technology stack for physical security (CCTV, Access Control, Fire Systems).
- Strong service management and planning skills.
- Understanding of commercial issues and financial management awareness.
- Proficiency in Microsoft applications (Word, Excel, PowerPoint, etc.).
- Ability to manage a multi‑skilled service delivery team internally and via partners.
- Excellent communication skills and ability to meet strict deadlines.
- Aware of ITIL V3 or V4 and the full service lifecycle.
- Project Management experience and a qualification such as Prince2 or equivalent is advantageous.
- 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
Service Delivery Manager (Scotland) in Renfrew employer: North
North is an excellent employer for those seeking a dynamic role in the safety and security sector, particularly in Birmingham. With a strong emphasis on employee growth, the company fosters a collaborative work culture that values technical expertise and effective communication. Employees benefit from competitive salaries, generous holiday allowances, and comprehensive healthcare plans, making it a rewarding place to build a career.
