At a Glance
- Tasks: Deliver outstanding IT services and build strong client relationships in a fast-paced environment.
- Company: Join a dynamic team at a leading Managed Service Provider.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Enjoy a collaborative culture with a focus on continuous improvement.
- Why this job: Make a real impact by driving service excellence and client satisfaction.
- Qualifications: Experience in service delivery management and strong relationship-building skills.
The predicted salary is between 75000 - 90000 £ per year.
Are you passionate about delivering outstanding IT services and building strong client relationships? Do you have experience managing service delivery in a fast-paced environment? Can you drive service excellence, ensuring that client expectations are not only met but exceeded?
What you'll be doing:
- Service Management & Best Practices: Ensure best practice, ITIL v4-aligned service delivery through ownership of ITIL processes. Oversee every element of service delivery for clients from onboarding to end-of-life management. Champion a "client-first" approach across the service management function.
- Client Relationship & Retention: Act as the primary point of contact and advocate for clients within ROCK. Build and maintain strong client relationships, ensuring high levels of satisfaction. Drive client retention by delivering a seamless service experience and value creation.
- Service Performance & Continuous Improvement: Monitor, report, and review service performance against SLAs and key quality metrics. Lead client review meetings and drive continual service improvement initiatives. Proactively manage and encourage service improvement across service desk and project teams.
- Escalation & Incident Management: Manage client complaints related to service levels, ensuring prompt resolution. Ensure all escalations and major incidents are effectively managed. Work collaboratively with internal teams to resolve complex client issues.
What we are looking for:
- Proven experience in a Service Delivery Management role within the IT industry.
- Experience in a Managed Service Provider (MSP) environment is advantageous.
- Commercial awareness with solid business development and relationship management skills.
- Strong understanding of IT infrastructure and technology solutions.
How you'll be successful in the role:
- High client satisfaction and strong retention service delivery, meeting and exceeding SLAs.
- Proactive identification and implementation of service improvements.
- Strong relationships with internal and external stakeholders, ensuring seamless service experiences.
- Efficient incident and escalation management, ensuring quick and effective resolution.
- Maintain the client retention rate at 90% or above throughout the year.
If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries.
Locations
Service Delivery Manager in Bridgend, Wales employer: ROCK
At ROCK, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, where your contributions to service delivery are valued and recognised. Located in a vibrant area, we offer competitive benefits, continuous professional development opportunities, and a strong emphasis on client satisfaction, ensuring that you can thrive both personally and professionally while making a meaningful impact in the IT industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Bridgend, Wales
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what ROCK values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges ROCK might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at ROCK!
✨Direct Apply to ROCK
Let's not forget to apply directly through the ROCK website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in Bridgend, Wales
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at ROCK.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at ROCK. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at ROCK
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
