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- Tasks: Lead strategic customer relationships and ensure top-notch service delivery.
- Company: Join Roc Technologies, a leader in secure IT solutions across the UK.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for professional development and collaboration.
- Why this job: Make a real impact by driving customer success and satisfaction.
- Qualifications: 5+ years in IT service management and strong stakeholder engagement skills.
The predicted salary is between 70000 - 90000 ÂŁ per year.
Roc Technologies delivers secure, transformational IT solutions across the UK, combining resilient infrastructure, advanced cyber security, intelligent automation, and modern cloud services. Our services are supported by a 24/7 Managed Services Operations Centre and backed by industry-leading security accreditations.
As a Principal Service Delivery Manager, you will be a senior leader responsible for the overall health, success, and growth of strategic customer relationships. Acting as a trusted advisor, you will ensure services are delivered effectively, customers realise value, and long-term satisfaction and retention are achieved. This is a high-impact role for someone who thrives at the intersection of service delivery, customer success, and relationship management.
Key Responsibilities- Build and maintain strong, senior-level customer relationships.
- Own the end-to-end success of strategic and business-critical customers.
- Ensure services meet contractual commitments, SLAs, and customer expectations.
- Lead and manage onsite service teams.
- Drive customer satisfaction, retention, and advocacy.
- Identify service risks, issues, improvement opportunities, and growth potential.
- Manage customer escalations to timely resolution.
- Report on service performance, customer health, KPIs, and SLAs.
- Collaborate cross-functionally to deliver continual service improvement.
- Contribute to account strategy, communications, and business development.
- Champion a “Our Customer, One Roc” culture and coaching mindset.
- 5+ years’ experience in IT service management or large-scale IT service delivery.
- Strong stakeholder management, including C-suite engagement.
- Experience leading or coaching teams.
- Excellent communication, organisation, and customer-focused skills.
- Comfortable in fast-paced, high-pressure environments.
- Eligible and willing to obtain Security Clearance.
- Experience working for a Managed Service Provider (MSP).
- Strong understanding of enterprise technologies.
- Experience driving operational or process improvements.
- Customer-focused, proactive, and solutions-driven.
- Resilient, adaptable, and commercially aware.
- A collaborative leader with a strong “One Roc” mindset.
Principal Service Delivery Manager in Leeds employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Service Delivery Manager in Leeds
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their services and how they align with your skills. When you know what they value, you can tailor your responses to show how you fit right into their team.
✨Tip Number 3
Showcase your experience with real-life examples. When discussing your past roles, highlight specific achievements that demonstrate your ability to manage customer relationships and drive service delivery success. Numbers and results speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Roc Technologies.
We think you need these skills to ace Principal Service Delivery Manager in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Principal Service Delivery Manager. Highlight your experience in IT service management and any relevant achievements that showcase your ability to build strong customer relationships.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for Roc Technologies. Mention specific examples of how you've driven customer satisfaction and managed service delivery in the past.
Showcase Your Leadership Skills: As a senior leader, we want to see how you’ve led teams and managed stakeholders. Share stories that demonstrate your coaching mindset and your ability to thrive in high-pressure environments.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on our radar!
How to prepare for a job interview at Roc Technologies
✨Know Your Customer Inside Out
Before the interview, research Roc Technologies thoroughly. Understand their services, values, and recent projects. This will help you demonstrate your knowledge of their business and how you can contribute to building strong customer relationships.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and managing customer relationships. Be ready to discuss specific situations where you've driven customer satisfaction or resolved escalations effectively. This will show them you're the collaborative leader they need.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills in high-pressure situations. Think of scenarios where you've identified service risks or improvement opportunities. Practising these responses will help you articulate your thought process clearly during the interview.
✨Emphasise Your Communication Skills
As a Principal Service Delivery Manager, communication is key. Prepare to discuss how you've engaged with C-suite stakeholders and managed cross-functional collaborations. Highlighting your ability to communicate effectively will reassure them that you can champion a 'One Roc' culture.