At a Glance
- Tasks: Manage client relationships and ensure exceptional service delivery across multiple accounts.
- Company: Join Node4, a diverse and growing tech company focused on people.
- Benefits: Enjoy hybrid working, private health insurance, 25 days holiday, and more perks.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Be a change maker and drive customer satisfaction in a dynamic environment.
- Qualifications: Strong service delivery awareness and excellent stakeholder management skills.
The predicted salary is between 45000 - 55000 £ per year.
Become a change maker and join Node4. Node4 has a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business – our people. We want you to grow, learn, and evolve alongside us. So, whether you’re just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About the role
The Service Delivery Manager is responsible for developing and maintaining strong client relationships to drive client satisfaction overseeing a variety of ITIL related and client relationship duties. You will manage a number of client accounts, working closely with the Account Manager and the wider Node4 organisation to deliver ‘Exceptional Service as a Standard’. This is a multi‑department coordination role that focuses on delivering exceptional service for new and existing clients. You will act as the central point of contact for service delivery related issues for your aligned accounts.
Operational Responsibilities
- Deliver a high level of service and care to Node4 Managed Service Clients.
- Provide a primary contact point to customers and Node4 stakeholders for service delivery related issues.
- Understand the services to be delivered and all commercial and contractual obligations for your aligned accounts.
- Produce and collate service performance documentation for aligned customers on a weekly/monthly or quarterly basis to agreed timelines, ensuring compliance with the Node4 brand.
- Provide analysis, insight and recommendations for service and customer satisfaction improvements based on the service performance data included in the Service Report packs.
- Arrange and take the lead role in all service review meetings, both regular and ad‑hoc.
- Ensure delivery of KPI’s and Service Level Agreements are in line with contractual obligations.
- Invoke escalation and jeopardy management procedures when needed to ensure that customer service issues are managed effectively and returned to standard operating service as quickly as possible.
- Agree, document and ensure the subsequent delivery of any customer Continuous Service Improvement Plans.
- Distribute customer‑facing Incident Reports as required, ensuring that any detailed technical explanations are communicated in such a way to enable full customer understanding.
- Contribute to any post‑incident investigation, including RCA, problem management and lessons learned.
- Initiate corrective action plans as required.
- Identify opportunities to solve customer business needs with Node4 technology solutions.
- Keep the customer informed of new product developments and services which may enhance new business opportunity.
- Manage Service Transition and associated onboarding of customers into Node4 Managed Services.
- Ensure service delivery is aligned and delivered to ISO certification standards.
- Due to the nature of the role, you may be required to support out of standard business hours activities according to business need.
General Responsibilities
- Build collaborative and professional working relationships with colleagues, partners and stakeholders to ensure the highest possible standard of delivery and achievement of Node4’s objectives and desired outcomes.
- Develop, support and promote the inclusive culture of Node4.
- Consistently demonstrate and champion ESaaS & L4 behaviours – acting as a role model & ambassador for Node4.
- Develop good working relationships across all departments.
- Drive opportunities to add further value to the customer, team & wider business.
- Seek feedback & regularly reflect on own performance.
- Ensure knowledge share & best practice are common practice.
- Challenge the status quo, acting as a positive role for innovation.
- Ensure correct procedures and processes are followed.
- Take personal responsibility for and actively engage in product, systems and skills training and development.
What will you bring?
- Strong service delivery awareness with the ability to monitor, analyse and improve performance against SLAs.
- Experience supporting service acceptance processes, ensuring solutions meet required operational standards before go-live.
- Solid understanding of change management principles, including assessing, implementing and tracking changes through their lifecycle.
- Ability to identify service issues, risks and improvement opportunities, with a proactive approach to corrective action.
- Analytical mindset with experience using data and business intelligence to support decision‑making and improve operational performance.
- Capability to gather, interpret and integrate data from multiple sources to provide meaningful insights.
- Strong stakeholder management skills, with the ability to build relationships, manage expectations and resolve issues effectively.
- Clear and structured communication skills, including the ability to gather feedback and translate it into service improvements.
- Experience in knowledge management practices, including capturing, organising and sharing information to support teams and continuous improvement.
- Collaborative approach with a focus on driving consistency, governance and best practice across delivery and operations.
What can we offer you?
- Hybrid Working
- Private Medical Insurance or Company Paid Health Cash Plan
- Employee Assistance Program
- 25 days holidays plus your birthday off
- Option to purchase additional holiday (up to 5 days)
- Company Pension Scheme
- Life Assurance x 4
- A diverse workforce
- Employee investment with Node4 training Academy
- Family savings and shopping discounts through the Node4 benefits portal.
- Discounted Gym Membership
- Modern facilities with open and welcoming breakout areas
- Company Social events
- Never ending supply of hot and cold drinks, biscuits, sweets, and fruit
Service Delivery Manager employer: risual Limited
Node4 is an exceptional employer that prioritises the growth and well-being of its employees, offering a dynamic work culture where collaboration and innovation thrive. With a strong commitment to employee development through the Node4 training Academy, competitive benefits like private medical insurance, and a supportive hybrid working environment, Node4 ensures that every team member can evolve alongside the company while enjoying a healthy work-life balance. Located in a modern facility with welcoming spaces and a diverse workforce, Node4 fosters an inclusive atmosphere that values each individual's contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more connections you make, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience with service delivery and client relationships. Use real examples to demonstrate how you've improved performance and client satisfaction in the past.
✨Tip Number 3
Be proactive! If you see a job opening at Node4, don’t just wait for the application process. Reach out directly to someone in the company, express your interest, and ask about the role. It shows initiative and can set you apart from other candidates.
✨Tip Number 4
Prepare for interviews by researching Node4’s values and culture. Understand their commitment to exceptional service and think about how you can contribute to that. Tailor your responses to show you’re not just a fit for the role, but for the team too!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience in service delivery, client relationships, and any relevant ITIL knowledge to show us you’re the perfect fit!
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your successes! Use specific examples of how you've improved service delivery or client satisfaction in previous roles to really stand out.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your communication skills shine through in your writing.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at risual Limited
✨Know Your ITIL Inside Out
As a Service Delivery Manager, you'll need to demonstrate a solid understanding of ITIL principles. Brush up on key concepts and be ready to discuss how you've applied them in previous roles. This will show your potential employer that you can effectively manage service delivery and client relationships.
✨Showcase Your Analytical Skills
Prepare to talk about how you've used data to drive improvements in service delivery. Think of specific examples where your analytical mindset led to better performance against SLAs or enhanced customer satisfaction. This will highlight your ability to make data-driven decisions.
✨Build Rapport with Stakeholders
Since the role involves managing client accounts and collaborating with various departments, practice how you'll build relationships with stakeholders. Be ready to share examples of how you've successfully managed expectations and resolved issues in the past.
✨Communicate Clearly and Effectively
Strong communication skills are crucial for this position. Prepare to demonstrate how you gather feedback and translate it into actionable service improvements. You might even want to role-play common scenarios to ensure you're comfortable articulating your thoughts clearly during the interview.
